Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Support
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • As the first point of contact for Plasmidsaurus customers, the Customer Support Specialist plays a vital role in ensuring scientists receive timely, accurate, and empathetic support that enables their research breakthroughs. This role directly contributes to customer satisfaction and retention by resolving inquiries efficiently and maintaining high service standards in a fast-paced, mission-driven biotech environment.
- • Day-to-day responsibilities include responding to customer inquiries via email and phone in a professional and timely manner, providing accurate information about sequencing products and services, utilizing internal ticketing and CRM systems with meticulous attention to detail to track and resolve cases, identifying and escalating complex technical or service-related issues to appropriate teams, maintaining precise records of all customer interactions, assisting with quality control checks to uphold operational excellence, and offering actionable feedback to improve workflows, documentation, and the overall customer experience.
- • The Customer Support team at Plasmidsaurus operates within a collaborative, innovative culture dedicated to accelerating scientific discovery through accessible genomics. As part of a remote-first organization serving a global clientele—including academic researchers, pharmaceutical leaders, and biotech innovators—the team emphasizes empathy, precision, and continuous improvement in every customer interaction.
- • In this role, the specialist will develop deep expertise in customer support within the life sciences sector, gain hands-on experience with advanced CRM and ticketing platforms like HubSpot, Salesforce, Zendesk, or Service Cloud, and contribute to process optimization efforts that enhance scalability and service quality. There is also opportunity to grow into more specialized support or client success functions as the company expands its genomics offerings.
🎯 Requirements
- • 1-2 years of prior experience in customer service, client support, help desk, or a client-facing role
- • Strong analytical and problem-solving skills with a proactive, solutions-oriented mindset
- • Excellent written and verbal communication abilities, coupled with empathetic and professional customer service aptitude
- • Ability to work both independently and collaboratively in a fast-paced startup environment
- • Experience with ticketing systems such as Zendesk, Service Hub, or Service Cloud, and familiarity with phone queue management
- • Experience with CRM platforms like HubSpot or Salesforce is a plus
- • A 4-year degree in Biological Sciences or a related field is preferred
- • Background in biotech, medtech, or healthtech is advantageous
- • Familiarity with bioinformatics tools and NGS (next-generation sequencing) data analysis is a nice-to-have
- • Experience contributing to the development of training documentation or support knowledge bases
🏖️ Benefits
- • Fully remote work arrangement with flexible hours to support coverage needs (core hours: Monday–Friday, 9:00am–5:00pm CDT)
- • Opportunity to work with a mission-driven company accelerating scientific discovery and serving Nobel laureates, top pharmaceutical firms, and tens of thousands of researchers worldwide
- • Collaborative, inclusive startup culture that values learning, innovation, and diverse perspectives
- • Equal opportunity employer committed to accessibility and accommodation during the hiring process
- • Exposure to cutting-edge genomics services and cross-functional collaboration with science, engineering, and operations teams
- • Potential for professional growth in customer success, technical support, or client-facing roles within a rapidly scaling biotech innovator
Skills & Technologies
Remote
About Plasmidsaurus LLC
Plasmidsaurus performs next-generation sequencing of plasmid DNA and constructs for researchers in academia and industry. The company offers a mail-in service that delivers Illumina long-read data and automated reports covering sequence verification, variant detection, and vector maps. Typical customers include molecular biology labs, gene therapy developers, and biotechnology companies needing rapid QC of plasmids, gRNA, or viral vectors. Founded in 2021 and headquartered in Berkeley, California, the company operates a CLIA-licensed laboratory and has sequenced tens of thousands of constructs to support cloning workflows, publication-grade data, and regulatory submissions.
Get more remote jobs like this
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
