Biotech-Jobs in Kanada

Job Description:

Nuclera is a venture-backed, founder-driven biotech company headquartered in Cambridge, UK, with significant operations in Boston, USA. Our mission is to improve human health by making proteins accessible, starting with our eProtein Discovery platform, a breakthrough technology for protein expression, characterization, and purification, combining lab instruments, cloud software, and proprietary consumables to empower life science researchers worldwide.

Join our rapidly growing biotech startup as our second hire in the Customer Experience team and our first UK-based Customer Service Specialist! You will support a vibrant community of scientists across the UK and Europe and play a key role in refining our operational workflows and customer experience as we expand.

About the role:

1. Provide excellent support regarding orders, delivery, stock, documentation, and quotations, addressing all scientist needs.
2. Own each customer interaction: communicate clearly, update promptly, and resolve issues efficiently.
3. Test, evaluate, and improve new business-system features and tools to ensure a seamless customer journey from order to delivery.
4. Develop and optimize customer service tools, processes, and dashboards; monitor KPIs for trends and continuous improvement.
5. Coordinate order processing and logistics for a smooth end-to-end experience.
6. Handle escalations with empathy, professionalism, and creative problem-solving.

Working model:

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

Requirements:

• 3-5 years experience in customer service or operations; biotech or life sciences background is a strong plus.
• Proficiency with Salesforce, IFS, CRMs/ERPs, and quick learner of new systems.
• Exceptional attention to detail, process-oriented, and accuracy-focused.
• Self-motivated with the ability to manage multiple priorities in a dynamic environment.
• Excellent written and spoken communication skills; customer-first approach.
• Proven team collaboration skills across functions and time zones.
• Experience supporting international clients and familiarity with research lab products.

What we offer:

Alongside competitive salaries, benefits include:

• Company bonus scheme of 5%
• Life insurance
• Private medical insurance and cash plan
• 25 days' annual leave plus Bank Holidays
• Enhanced pension contributions
• Enhanced maternity and paternity leave
• Investment in professional development
• Access to amenities at Vision Park and in Histon
• Office snacks, tea, coffee, and fresh fruit