Job Overview
Location
Remote (Canada), Remote (Ireland), Remote (US)
Job Type
Full-time
Category
Customer Success
Date Posted
April 16, 2026
Full Job Description
đź“‹ Description
- • The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for BioRender's data analysis product, serving as the primary point of contact for inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and enterprise accounts), and acting as a bridge between users, Product, and Engineering by translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise.
- • Day to day, the role involves serving as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations; delivering dedicated, responsive support to full-serve partners tailored to each account's needs while coordinating with Account Executives and Customer Success Managers; engaging users via calls and video chats to resolve inquiries and build trust; communicating data analysis concepts, statistical methods, and visualization best practices at appropriate levels for users ranging from early-career researchers to experienced analysts; gathering, synthesizing, and relaying user feedback to the Product team to inform product development; partnering with Engineering on escalations, bug reports, and technical investigations; developing and maintaining external knowledge base content; supporting general Customer Experience inbox inquiries during product ramp; and serving as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales.
- • BioRender Inc. is a remote-first company with teams in Canada, Ireland, and the US, focused on empowering scientists to communicate their research through intuitive scientific illustration and data analysis tools; the Customer Experience team plays a critical role in ensuring user success and product adoption, particularly as the data analysis product moves from beta to scaled adoption, with close collaboration across Product, Engineering, Customer Success, and Sales teams.
- • In this role, the person can develop deep expertise in life sciences data analysis and visualization, build scalable support processes and documentation for a pre-launch product, become a trusted advisor to both users and internal stakeholders, influence product direction through user feedback, and grow into a recognized subject matter expert who shapes the support experience for a growing scientific user base.
🎯 Requirements
- • 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
🏖️ Benefits
- • Remote-first work arrangement with flexibility to be based in the US, Canada, or Ireland
- • Opportunity to shape support processes and documentation for a new product in beta launch
- • Direct impact on product development through user feedback relayed to Product and Engineering teams
- • Collaboration with cross-functional teams including Customer Success, Sales, and Engineering
- • Standard business hours with availability for live chat and scheduled calls
- • Reports to the Customer Experience Manager with no direct reports, allowing focus on individual contribution and expertise building
Skills & Technologies
Remote
About BioRender Inc.
BioRender is a SaaS company that provides a web-based platform for scientists and researchers to create professional-grade scientific figures and illustrations. Its intuitive drag-and-drop interface and extensive library of pre-made icons and templates simplify the complex process of scientific visualization. BioRender serves academic institutions, pharmaceutical companies, and biotech firms, enabling clearer communication of research findings and accelerating scientific discovery. The platform aims to democratize scientific illustration, making it accessible to researchers of all technical backgrounds, thereby enhancing the impact and understanding of scientific work globally.
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