Customer Service Associate: Remote - West Coast Hours

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and commercial presence in many global locations across the US, APAC and Europe. Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialization. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore’s sequencing platform is the only technology that offers real-time analysis (for rapid insights), in fully scalable formats from pocket to population scale, that can analyze native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths.

Our goal is to enable the analysis of any living thing, by anyone, anywhere. We offer real-time nanopore-based DNA/RNA sequencing technology: accessible, easy to use and fully scalable for any requirement.

Job Summary

   We are seeking a Customer Service Associate to join our Customer Service team. In this customer service role, you will work closely with the sales team to facilitate a white glove experience for onboarding specialty and premier customers. You will assist with order management and account registration, ensuring a smooth and personalized experience for each customer. This position is a great opportunity for those looking to begin their career in customer success and make a meaningful impact. 

Key Responsibilities

Customer Onboarding & Engagement:

• Collaborate with the sales team to guide new specialty and premier customers through the onboarding process.
• Ensure a seamless and personalized onboarding experience, addressing customer inquiries and concerns.

Order Management:

• Assist with the processing and management of customer orders, ensuring accuracy and timely fulfillment.
• Support customers with order-related inquiries and modifications via chat, calls, and email.  

Account Registration Assistance:

• Help customers navigate the account registration process, ensuring all necessary information is collected and verified.
• Provide support to customers as they set up their accounts.

Facilitating a White Glove Experience:

• Deliver exceptional customer service by providing tailored support and attention to specialty and premier customers.
• Work to understand customer needs and ensure they feel valued throughout their journey.

Collaboration with Sales and Support Teams:

• Partner with sales and customer support teams to ensure a cohesive and high-quality customer experience.
• Participate in team meetings to share insights and contribute to process improvements. 

Experience

We are looking for a proactive and customer-focused individual with excellent communication skills. You should thrive in a rapidly changing environment and provide exceptional support to our customers. Your ability to manage a higher volume of inquiries while maintaining quality service will be crucial to your success in this role.

 

Qualifications/ Education

• Bachelor’s degree or equivalent experience is preferred.
• Experience in customer service, customer success, or a related field is a plus.
• Strong interpersonal, oral, and written communication skills.
• Ability to manage multiple tasks while maintaining attention to detail.
• Familiarity with customer service software (Salesforce or similar CRM systems) is a plus.
• Enthusiasm for learning about the healthcare or life sciences industry is desirable.

Work Schedule/Location

Ideally, we need the candidate's availability to align with west coast hours. Enabling the employee to support business operations and maintain real-time communication with clients/teams in that region. Flexibility in working these hours is essential to ensure effective collaboration across time zones.

• Monday - Friday, 8:00am - 5:00pm PST
• If candidate is not based in Houston, TX, travel to the Houston office will be needed for initial training

• Travel may be required 2-3 times a year to attend training or Oxford Nanopore event

 

Compensation: The salary range for this role is between $64,700 - 94,050 USD. The salary offered will reflect the skills and experience of the candidate. The salary listed represents a range, and the final compensation will be determined based on the candida