Customer Support Representative

Cenevo; Wrocław; On-site; PLN 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Growth opportunities

International collaboration

Job summary

Cenevo in Wroclaw, Poland, seeks a Customer Support Representative to be the first point of contact for customers. This full-time, hybrid role combines science knowledge with excellent communication to resolve questions, feedback, or problems.

You will work with global teams across US, UK, Israel and Poland, manage tickets, provide precise information, and help improve the product while building lasting customer relationships.

Qualifications

• BSc or MSc in Life Sciences or related field.
• Lab bench experience in biotech/pharma a plus (Labguru or Mosaic a plus).
• Native-level English; additional languages welcome.
• Strong customer orientation with adaptability to different personalities.
• Excellent multitasking, prioritization, and time management.
• Demonstrable leadership; able to work independently or in a team.
• Excellent communication and presentation skills.
• Willingness to work variable hours; flexible.
• Programming/technical skills are a plus.

Responsibilities

• Manage customer support tickets and respond promptly across channels.
• Provide accurate, complete, and timely information using the right tools.
• Coordinate fixes with the support engineering team and confirm resolution.
• Collaborate with Product and Development to advocate for customer needs.
• Identify customer needs to ensure satisfaction.
• Follow procedures and keep KPIs up to date.
• Engage customers and build lasting relationships.

Skills

English (native level)

Customer orientation

Time management

Communication skills

Leadership skills

Multitasking

Education

BSc or MSc in Life Sciences

Tools

Labguru

Mosaic

Job description

Customer Support Representative

Full-time, Hybrid (Wroclaw - Poland)

Job Description

The Customer Support Representative (CSR) is the first person most customers talk to when they have a question, some feedback, or a problem. You'll provide clear, accurate solutions and follow up to make sure every issue is fully resolved.

This role is a great fit for someone with a science background who enjoys working with people. You'll need excellent communication skills, a friendly and patient attitude, and a strong grasp of our product and services so you can confidently answer whatever customers bring to you.

Key Responsibilities

• Manage customer support tickets and respond promptly across all channels
• Provide accurate, complete, and timely information using the right methods and tools
• Partner with the support engineering team to coordinate fixes, then follow up to confirm full resolution
• Work closely with the Product and Development teams to advocate for customer needs and resolve issues
• Identify and assess each customer's needs to ensure their satisfaction
• Follow established communication procedures, guidelines, and policies, and keep your KPIs up to date
• Go the extra mile to engage customers and build lasting relationships

Experience and Qualifications

• BSc or MSc in Life Sciences (or a closely related field)
• Laboratory bench experience is a plus – ideally in the biotech or pharmaceutical industry (Labguru or Mosaic experience is a plus)
• Native‑level English; additional languages are a welcome bonus
• Strong customer orientation, with the ability to adapt and respond to a wide range of personalities
• Excellent multitasking, prioritization, and time‑management skills
• Demonstrable leadership skills, comfortable working both independently and as part of a team
• Excellent communication and presentation skills
• Willingness and flexibility to work variable hours when needed
• Programming/technical skills are a plus

What We Offer

• An international working environment with daily collaboration across teams in the US, UK, Israel, and Poland.
• Competitive salary aligned with your experience and the local market.
• Stable employment in a growing company serving leading global pharmaceutical organizations.
• Structured onboarding program and ongoing professional development opportunities, including access to training and certifications.
• The chance to work with a modern SaaS product at the intersection of technology and life sciences.
• Supportive and collaborative team culture that values initiative and continuous improvement.
• Flexible working arrangements with a balance of remote and on-site work.