Customer Service Specialist

Nuclera is a venture-backed, founder-driven biotech company headquartered in Cambridge, UK with significant operations in Boston, USA. The company’s mission is to improve human health by making proteins accessible. We are beginning this mission through the launch of our eProtein Discovery platform. eProtein Discovery is a breakthrough protein expression, characterization, and purification technology, consisting of a lab-based benchtop instrument, cloud-based software and proprietary cartridges and consumables. The goal is to enable rapid protein access to life science researchers around the world.

Join our fast‑growing biotech startup as our second hire in our Customer Experience team and our first UK‑based Customer Service Specialist! You’ll support a thriving community of scientists across the UK and Europe—and play a pivotal role in fine‑tuning our operational workflows and customer‑experience processes as we scale for growth.

About the role:

• Deliver first‑class support on orders, delivery timelines, stock, documentation, quotations—and anything else our scientists need.
• Take full ownership of each customer interaction: communicate clearly, update promptly, and drive issues to resolution.
• Test, evaluate, and refine new business‑system features and tools, optimizing workflows for a seamless customer journey from order placement to delivery
• Develop and optimize customer‑service tools, processes, and dashboards; track KPIs to identify trends and continuous‑improvement opportunities
• Coordinate order processing and logistics to guarantee a smooth, end‑to‑end experience
• Handle escalations with empathy, professionalism, and creative problem solving

Working model:

This role follows a hybrid working model, with minimum 3 days per week in our Cambridge office and up to 2 days from home

Essential:

• Experience: 3-5 years in customer service or operations - biotech or life‑sciences background a strong plus.
• Tech literacy: Comfort with Salesforce, IFS, CRMs/ERPs, and a knack for learning new systems quickly.
• Meticulous mindset: Exceptional attention to detail, a passion for process perfection, and a relentless focus on accuracy.
• Self‑starter: Able to juggle multiple priorities in a dynamic environment and thrive with minimal supervision.
  Communicator: Clear, concise writing and speaking skills; customer‑first mentality.
• Team player: Proven ability to collaborate across functions and time zones.

Desirable:

• International support experience and familiarity with research-lab products.

What we offer:

In addition to competitive salaries, we offer a range of benefits including:

• Company bonus scheme of 5%
• Life insurance
• Private medical insurance and cash plan
• 25 days' annual leave + Bank Holidays
• Enhanced employer's pension contributions
• Enhanced maternity and paternity Leave
• Investment in professional development and learning
• Access to amenities on Vision Park and in Histon
• Fresh fruit, tea, coffee, and snacks in the office
• Organised team events