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Customer Experience Specialist, Graphing

April 29, 2026

<h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Role Summary</strong></h3><div><br></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for BioRender's data analysis product. This individual serves as the primary point of contact for all inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and enterprise accounts). They act as a bridge between users, Product, and Engineering: translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise.</span></div><div><br></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">This role initially supports general Customer Experience inquiries during onboarding and product ramp, then transitions to dedicated data analysis support as the beta launches and adoption scales.</span></div><h2><br></h2><h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Responsibilities</strong></h3><div><br></div><ul><li class=""><span style="background-color: transparent;">Serve as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations</span></li><li class=""><span style="background-color: transparent;">Deliver dedicated, responsive support to full-serve partners, tailored to each account's needs and coordinating alongside Account Executives and Customer Success Managers</span></li><li class=""><span style="background-color: transparent;">Engage users via calls and video chats as needed to resolve inquiries and build trust in the product and BioRender's support experience</span></li><li class=""><span style="background-color: transparent;">Communicate data analysis concepts, statistical methods, and visualization best practices at the appropriate level for each user; from early-career researchers to experienced analysts</span></li><li class=""><span style="background-color: transparent;">Gather, synthesize, and relay user feedback to the Product team, identifying patterns that inform product development</span></li><li class=""><span style="background-color: transparent;">Partner with Engineering on escalations, bug reports, and deeper technical investigations</span></li><li class=""><span style="background-color: transparent;">Develop and maintain external knowledge base content as the product evolves</span></li><li class=""><span style="background-color: transparent;">Support general Customer Experience inbox inquiries during product ramp and as needed across the team</span></li><li class=""><span style="background-color: transparent;">Serve as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales</span></li></ul><h2><br></h2><h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Qualifications</strong></h3><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">Required:</strong></div><ul><li class=""><span style="background-color: transparent;">Degree in data analysis, statistics, biostatistics, life sciences, or a related field with a strong quantitative foundation</span></li><li class=""><span style="background-color: transparent;">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</span></li><li class=""><span style="background-color: transparent;">Hands-on experience with analytical tools such as GraphPad Prism or similar</span></li><li class=""><span style="background-color: transparent;">Experience in a customer-facing support or specialist role, preferably in a SaaS or technical product environment</span></li><li class=""><span style="background-color: transparent;">Strong written and verbal communication skills with the ability to adjust technical depth based on the audience</span></li><li class=""><span style="background-color: transparent;">Comfort operating in ambiguity, able to build processes and documentation in a pre-launch or evolving product environment</span></li><li class=""><span style="background-color: transparent;">Self-directed with a bias toward action; proactively identifies issues and drives improvements without direction</span></li></ul><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">Preferred:</strong></div><ul><li class=""><span style="background-color: transparent;">Familiarity with Zendesk, Slack, Looker, Hex, or similar support and data tooling</span></li><li class=""><span style="background-color: transparent;">Experience supporting scientific or research-oriented users</span></li><li class=""><span style="background-color: transparent;">Prior experience in an early-stage product or beta launch environment</span></li></ul><h2><br></h2><h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Success Metrics</strong></h3><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">At 6 months:</strong></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">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.</span></div><div><br></div><div><strong style="background-color: transparent; color: rgb(0, 0, 0);">At 12 months:</strong></div><div><span style="background-color: transparent; color: rgb(0, 0, 0);">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.</span></div><h2><br></h2><h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Working Conditions</strong></h3><ul><li class=""><span style="background-color: transparent;">Remote-first; must be based in the US, Canada or Ireland</span></li><li class=""><span style="background-color: transparent;">Standard business hours with availability for live chat and scheduled calls</span></li><li class=""><span style="background-color: transparent;">Reports to the Customer Experience Manager</span></li><li class=""><span style="background-color: transparent;">No direct reports</span></li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...