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 calls and video chats as needed to resolve inquiries and build trust in the product and BioRender's support experience
- Communicate data analysis concepts, statistical methods, and visualization best practices at the appropriate level for each user; from early-career researchers to experienced analysts
- Gather, synthesize, and relay user feedback to the Product team, identifying patterns that inform product development
- Partner with Engineering on escalations, bug reports, and deeper technical investigations
- Develop and maintain external knowledge base content as the product evolves
- Support general Customer Experience inbox inquiries during product ramp and as needed across the team
- Serve as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales
Qualifications
Required:
- 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
- Self-directed with a bias toward action; proactively identifies issues and drives improvements without direction
Preferred:
- Familiarity with Zendesk, Slack, Looker, Hex, or similar support and data tooling
- Experience supporting scientific or research-oriented users
- Prior experience in an early-stage product or beta launch environment
Success Metrics
At 6 months:
Can independently handle any data analysis inquiry with confidence, matching the user's level of expertise. Can be introduced to full-serve partners as BioRender's dedicated data analysis support contact. Supports general inbox inquiries and contributes to broader team initiatives as the product scales.
At 12 months:
Recognized as the sole point of contact for all inbound data analysis support. Has built support processes and playbooks for data analysis that didn't previously exist. User conversations consistently inform internal product discussions and external knowledge base content. Operates as the primary CX partner to Engineering for data analysis escalations and investigations.
Working Conditions
- Remote-first; must be based in the US, Canada or Ireland
- Standard business hours with availability for live chat and scheduled calls
- Reports to the Customer Experience Manager
- No direct reports