Customer Experience Specialist, Graphing

Responsibilities

• Serve as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations.
• Deliver dedicated, responsive support to full-serve partners, tailored to each account's needs and coordinating alongside Account Executives and Customer Success Managers.
• Engage users via calls and video chats as needed to resolve inquiries and build trust in the product and BioRender's support experience.
• Communicate data analysis concepts, statistical methods, and visualization best practices at the appropriate level for each user; from early-career researchers to experienced analysts.
• Gather, synthesize, and relay user feedback to the Product team, identifying patterns that inform product development.
• Partner with Engineering on escalations, bug reports, and deeper technical investigations.
• Develop and maintain external knowledge base content as the product evolves.
• Serve as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales.
• Serve as the primary CX partner to Engineering for data analysis escalations and investigations.

Qualifications

• Degree in data analysis, statistics, biostatistics, life sciences, or a related field with a strong quantitative foundation.
• Working understanding of how data analysis and visualization are applied in the life sciences: including statistical tests used in peer-reviewed publications, figure panels, posters, and grant applications.
• Hands-on experience with analytical tools such as GraphPad Prism or similar.
• Experience in a customer-facing support or specialist role, preferably in a SaaS or technical product environment.
• Strong written and verbal communication skills with the ability to adjust technical depth based on the audience.
• Comfort operating in ambiguity, able to build processes and documentation in a pre-launch or evolving product environment.
• Self-directed with a bias toward action; proactively identifies issues and drives improvements without direction.