Biotech Customer Support Specialist

HistoWiz, Inc; New York (NY); On-site; USD 48,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Parental leave

NY commuter benefits

FSA/HSA

401K

3 weeks PTO

Team building events

Job summary

HistoWiz, Inc in New York City is seeking a Customer Service Associate to join our mission of accelerating histopathology and enabling global collaboration. You will provide technical assistance for our PathologyMap platform, work with clients to understand their needs, and communicate via phone and email to resolve issues.

The role emphasizes strong interpersonal and problem-solving skills, professional communication, and ability to handle high‑pressure situations in a fast‑growing biotech

Qualifications

• BA or BS in a scientific or communications‑related field.
• Experience in a customer service, customer success, technical support or similar role.
• Excellent computer and technology proficiency.
• Excellent communication skills and work well under pressure.
• Experience in a CRO or biotech company is desirable.
• Experience working in a startup is a plus.

Responsibilities

• Provide technical assistance and assist with navigation of the company’s platform.
• Work directly with clients to effectively manage their needs and preferences.
• Communicate via telephone and email to address customer issues.
• Obtain and process all client information and transactions.
• Qualify leads and direct them to the appropriate department.
• Answer client questions or concerns in a timely, informative, and professional manner.
• Calmly handle customer complaints and work to find solutions
• Seek assistance and report major problems to upper management
• Compile and update necessary documents, contracts, etc.
• Perform basic administrative and clerical duties as necessary
• Exhibit expert knowledge regarding the products and services offered
• Work according to set standards and operating procedure
• Train clients on newly released platform features

Skills

Customer service

Communication skills

Technical proficiency

Problem solving

Education

BA/BS in science or communications

Job description

About the job

HistoWiz is the largest online histopathology company based in New York City. Our mission is to help biomedical researchers find cures by accelerating histopathology and enabling global collaboration. We are looking for a Customer Service Associate interested in joining us in our mission and making an impact in the scientific community.

Since inception in 2013, we have doubled our month‑over‑month sales, driven primarily by customer referrals. We are profitable, won numerous awards and are funded by prestigious investors, including Y-Combinator and Zhenfund. We are seasoned scientists with experience at leading academic institutions and have published high impact research in top journals of biomedicine.

HistoWiz has over 1,000 paying customers globally from top academic institutions (e.g. MSKCC, Harvard, Stanford, HHMI) and pharmaceutical companies (e.g. CRISPR, Johnson & Johnson, Regeneron). We process tissue specimens and digitize all of the results, hosting our client’s data on a proprietary platform, PathologyMap® . This platform not only enables industry‑leading turnaround time for diagnosis, but also online viewing, sharing and search. No other platform like this exists, so we are truly building something new that can bridge scientists, doctors and patients from all over the world to conquer life‑threatening diseases collaboratively instead of individually. This online platform also contains the world’s largest collection of pathology data and the first network of top pathologists.

If this all interests you and you’re looking to join a dynamic team in a role that will involve intensive problem‑solving and strong interpersonal and customer service skills, then please apply!

Essential Job Functions

• Provide technical assistance and assist with navigation of the company’s platform
• Work directly with clients to effectively manage their needs and preferences
• Communicate via telephone and email to address customer issues
• Obtain and process all client information and transactions
• Qualify leads and direct them to the appropriate department
• Answer client questions or concerns in a timely, informative, and professional manner
• Calmly handle customer complaints and work to find solutions
• Seek assistance and report major problems to upper management
• Compile and update necessary documents, contracts, etc.
• Perform basic administrative and clerical duties as necessary
• Exhibit expert knowledge regarding the products and services offered
• Work according to set standards and operating procedure
• Train clients on newly released platform features

Requirements

• BA or BS in a scientific or communications‑related field
• Experience in a customer service, customer success, technical support or similar role
• Excellent computer and technology proficiency
• Excellent communication skills and work well under pressure
• Experience in a CRO or biotech company is desirable
• Experience working in a startup is a plus

Benefits

We believe in investing in our employees’ professional development, and encourage networking within the bioscience, tech and startup communities for all our employees and collaborators. Compensation is top‑notch and stock option is available for outstanding employees, commensurate with the impact you have within our organization, and for the scientific community overall. In addition, we provide the time and freedom to pursue independent projects.

• 100% coverage on employee health, vision and dental insurance, partial coverage for family
• Parental leave
• NY Commuter benefits
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
• Retirement planning (401K)
• 3 weeks PTO
• Team building events outside of the office