Customer Support Analyst

Responsibilities

• Manage and respond to incoming customer support tickets in Salesforce with a high degree of quality and timeliness.
• Troubleshoot and resolve customer issues related to the Science Exchange platform, escalating complex cases to the Customer Support Lead as needed.
• Serve as a knowledgeable, customer-centric point of contact for both requesters and suppliers.
• Document all customer interactions and resolutions accurately in Salesforce and other systems.
• Identify recurring issues and surface trends to the Customer Support Lead to inform process improvements.
• Contribute to the maintenance and improvement of internal knowledge base resources and support documentation.
• Collaborate with cross-functional teams including product and engineering to resolve technical issues.
• Support onboarding and training of new users on platform features and workflows.
• Maintain and exceed team KPIs including ticket response time, resolution time, and customer satisfaction (CSAT).

Qualifications & Requirements

• 1–3 years of experience in a customer support, technical support, or customer-facing role.
• Experience working with a ticketing system; Salesforce experience preferred.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to manage multiple open tickets simultaneously while maintaining attention to detail.
• Comfortable working independently in a fully remote environment.
• Comfortable working with AI (Claude AI preferably)
• Proficiency in JIRA a plus.
• Ability to explain complex topics to non-technical/lay persons.
• An analytical mindset, ability to look for inefficiencies and suggest alternative solutions.
• Familiarity with biopharma, drug discovery, or R&D outsourcing a plus.
• US-based business hours required.
• Travel 1 to 2 times a year.

Pay

The US-based salary range for this full-time position is $60,000–$75,000. Our salary ranges are determined by role and seniority level. Within the range, individual pay is determined by additional factors including job-related skills, experience, and relevant education and/or training. Incentive compensation and health, dental, and vision benefits are also offered for all US-based roles.