Customer Experience Specialist, Graphing

Job description

Role Summary The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for BioRender's data analysis product. This individual serves as the primary point of contact for all inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and enterprise accounts). They act as a bridge between users, Product, and Engineering: translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise. This role initially supports general Customer Experience inquiries during onboarding and product ramp, then transitions to dedicated data analysis support as the beta launches and adoption scales. Responsibilities: - Serve as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations - Deliver dedicated, responsive support to full-serve partners, tailored to each account's needs and coordinating alongside Account Executives and Customer Success Managers - Engage users via...