Customer Service Lead- Salesforce

Responsibilities

• Lead, coach, and set performance expectations for a small customer service team
• Serve as the primary internal Salesforce resource — build reports, manage and archive records, correct data quality issues, and train staff on consistent usage
• Handle escalated calls and emails from clients within 24 hours
• Manage customer profiles and onboard new clients into Salesforce and the LIMS
• Enter customer orders, look up results, and train others on LIMS usage
• Maintain HIPAA compliance across all customer interactions and data handling
• Promote additional services to existing customers where appropriate

Requirements

• Meaningful hands-on Salesforce experience — report building, record management, and training others
• Prior experience leading or supervising a customer service team
• Comfortable staying hands-on in customer support alongside your team
• Experience handling sensitive or confidential data in a regulated environment
• Strong communication skills — able to explain systems and processes to non-technical colleagues

Specialization

• Biotech
• Pharma
• Life Sciences

Location

• On-site

Pay

• $120,000