Customer Support Specialist

Job Overview Arctoris is a leading-edge biotechnology company at the intersection of data science, automation, and drug discovery. Headquartered in Oxfordshire, UK, we are dedicated to revolutionising early-stage research by partnering with biotechnology and pharmaceutical organisations to improve the speed, quality, and reproducibility of their work. We are currently seeking a diligent and empathetic Remote Customer Support Specialist to join our dynamic global team. This role is crucial in ensuring our partners receive outstanding service and technical assistance. We have both full-time and part-time positions available for candidates based in the United States. This is a fully remote role, offering the flexibility to work from home while contributing to groundbreaking advancements in science. Job Title: Remote Customer Support Specialist Location: Remote (United States) Employment Type: Full-time and Part-time available Compensation: $25.00 - $30.00 USD per hour Responsibilities As a Customer Support Specialist, you will be the first point of contact for our valued partners, providing timely and effective support. Your primary duties will include: Serving as the primary contact for client enquiries, responding promptly and professionally via email, chat, and phone. Providing technical assistance and troubleshooting for clients using our proprietary research platform. Guiding new clients through the onboarding process to ensure a seamless and positive experience. Escalating complex technical issues to the appropriate internal teams, such as data science or laboratory operations, and managing the issue through to resolution. Maintaining detailed and accurate records of all client interactions and support tickets in our CRM system. Developing and maintaining our knowledge base, including FAQs and support documentation. Proactively gathering client feedback to identify trends and contribute to the continuous improvement of our services and platform. Building and nurturing strong, long-lasting relationships with our partners. Qualifications We are looking for a candidate who is passionate about providing exceptional customer service and is interested in the biotechnology sector. The ideal candidate will possess the following: Proven experience in a customer support, technical support, or client-facing role, preferably within a technology or SaaS environment. Exceptional written and verbal communication skills with a talent for explaining complex concepts clearly and concisely. Strong analytical and problem-solving abilities with a meticulous attention to detail. The ability to work independently and manage time effectively in a remote setting. Proficiency with helpdesk software (e.g., Zendesk, Intercom) and CRM platforms. A customer-centric mindset with a high degree of empathy and professionalism. A background or academic qualification in biotechnology, life sciences, or a related scientific field is highly desirable but not essential. Previous experience supporting clients in the pharmaceutical or research industry would be a significant advantage. What We Offer A competitive hourly wage of $25.00 - $30.00 USD . The flexibility of a fully remote working arrangement. Options for both full-time and part-time employment to suit your lifestyle. An opportunity to be part of a pioneering company that is accelerating drug discovery through robotics and AI. A collaborative and forward-thinking work culture that values innovation and teamwork. Opportunities for professional growth and development within a rapidly expanding organisation.