Customer Experience Associate

📋 Description

• • The Customer Experience Associate is a frontline support role responsible for delivering fast, accurate, and empathetic support to BioRender users across email, chat, and phone, resolving inquiries across all ticket types and customer segments while serving as a key touchpoint that shapes how users perceive and adopt BioRender's products.
• • Day to day, the Associate will deliver kind and thorough support, troubleshoot technical issues with precision, escalate to internal teams with clear context, proactively shift communication channels to improve experience, identify recurring user patterns, surface feedback to Product and Engineering, leverage AI tools like Ada and Claude to enhance efficiency, contribute to documentation and process improvements, and maintain up-to-date product knowledge.
• • BioRender Inc. is a fast-growing, mission-driven company serving scientific and research-oriented users with innovative visualization tools, operating with a lean, high-output Customer Experience team where initiative, adaptability, and clear communication are essential to success.
• • In this role, the person will develop deep product expertise, strengthen communication and problem-solving skills, gain experience collaborating across Engineering, Product, and Customer Success teams, learn to leverage AI in support workflows, and build the foundation for growth into a more strategic individual contributor role with ownership over user insights and process improvement.