Customer Experience Specialist, Graphing

Responsibilities

• Serve as 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 (institution and enterprise accounts), tailored to each account's needs and coordinating with Account Executives and Customer Success Managers.
• Engage users via calls and video chats to resolve inquiries and build trust.
• 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.
• 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.