Customer Operations Manager

Job Description:

Nuclera is a venture-backed biotech company headquartered in Cambridge, UK with significant operations in Boston, USA. Our company is the pioneer in bringing rapid protein prototyping to the benchtop. We make proteins accessible through the eProtein Discovery™ System. Through our technology we accelerate breakthrough improvements in human health and empower life science researchers with easy access to target proteins.

Join Nuclera as the first Customer Operations Manager based in our Billerica, MA office. In this dynamic role, you'll go beyond traditional customer service, overseeing day-to-day orders and inquiries while leading the strategic development and optimization of our customer operations group overall. With a pioneering spirit, you'll actively shape the foundation of our customer service team, ensuring a customer-centric approach permeates every aspect of our evolving operations.

As a crucial team member, you'll be comfortable navigating a dynamic and fast-growing environment, embracing change as a constant. At Nuclera, our commitment to continuous improvement is unwavering.

About the role:

• Play a proactive role in designing processes, implementing new tools and systems, and driving performance improvements.
• Develop a set of KPIs, metrics and analytics that improve workflows, deliver customer insights, and advance the efficiency and performance of our customer support.
• Handle all customer contact and queries on a wide range of topics such as orders, delivery dates, stock, documentation, quotes.  
• Balance the needs of both customers and business.
• Communicate with customers through various channels including phone, emails, text messages.
• Handle hypercare situations including complaints and escalated customer cases. 
• Assist with order processing to provide a seamless customer experience.
• Take ownership of each customer case, providing updates throughout the journey.
• Collaborate with the Technical Support team to address technical inquiries.

This role offers a hybrid working model with a minimum of 3 days in the office and a maximum of 2 days working from home. If you're ready to contribute to a pioneering team and make a lasting impact on our customer operations, we welcome your application.

Requirements

• You have solid experience in customer operations (3-5+ years) ideally in the life science industry.  
• You have a proven track record of improving Customer Service systems and processes. Experience with ground-up development and implementation of such processes is a plus.
• You have experience and interest in handling requests from research scientists about lab products.
• You are comfortable with CRM and ERP systems. 
• You are passionate about delivering outstanding customer service, with customer satisfaction being your core driver. 
• You have excellent communication skills in all aspects of customer contact with a high level of attention to detail and look for a solution at all times. 
• You are a team player, flexible, collaborative and you have a cultural awareness both internally and externally. 
• You are empowered to make decisions to aid your ability to deal with customer 
• You thrive in an agile environment and strive to delight your customers at every opportunity.

Benefits

What we offer:

In addition to a competitive salary, Nuclera offers:

• Incentive stock options
• A comprehensive benefits package that includes medical, dental, vision and life insurance
• Short- and long-term disability insurance
• 401(k) retirement plan
• 25-day annual holiday allowance