Customer Experience Associate

Job description

Role Summary 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. This person resolves inquiries across all ticket types and customer segments, serving as a key touchpoint in the customer experience that directly shapes how users perceive and adopt BioRender's products. Beyond resolving individual inquiries, the Associate contributes to the voice of the customer by surfacing patterns, bugs, and feedback through established channels. They are expected to work collaboratively with internal teams, leverage AI tools to enhance their efficiency and quality, and contribute to team initiatives that strengthen the CX function over time. This role operates within a lean, high-output team where initiative, adaptability, and clear communication are essential. Responsibilities: - Deliver fast, accurate, and kind support across email, chat, and phone; resolving inquiries with thoroughness and empathy - Handle the full range of ticket types across customer segments, developing the product knowledge required to support users at every stage of the customer lifecycle - Troubl...