Taconic Biosciences · 1 day ago
Customer support
United States
Part-time
Remote
New Grad, Entry Level
$20/hr - $33/hrTaconic Biosciences is a company in the Biotechnology sector, and they are seeking a Remote Customer Support Specialist to provide high-quality technical and order support for preclinical research customers. The role involves managing customer inquiries, troubleshooting issues, and collaborating with various teams to enhance the customer experience.
BiotechnologyHealth CareLife ScienceMedical
Responsibilities
Own frontline customer interactions across phone, email, and chat—responding within SLAs and maintaining clear, professional records in the ticketing system
Process and track orders, shipments, and returns in the order management system; coordinate with logistics to ensure on-time delivery and cold-chain integrity when required
Triage technical or research-related questions and escalate to internal scientific/technical teams with well-documented case histories and recommended next steps
Maintain and update CRM records, resolve outstanding tickets, and drive ticket closure while meeting quality and volume metrics
Create and update customer-facing knowledge base articles, FAQs, and standard operating procedures to reduce repeat inquiries and improve self-service
Collaborate with Sales, Operations, and Quality teams to identify recurrent issues and recommend process improvements that enhance the customer experience
Qualification
Required
Zendesk
Salesforce Service Cloud
CRM platforms
Ticketing systems
Live chat support
Order management systems
Proven experience in a customer support or customer success role supporting B2B scientific, laboratory, or life-sciences customers (remote experience preferred)
Strong problem-solving and written communication skills with attention to detail for documenting technical cases and SOPs
Ability to manage multiple priorities in a fast-paced environment and work cross-functionally to resolve customer issues
Preferred
Jira Service Management
Intercom
Gainsight
Benefits
Fully remote US-based role with flexible hours to support customer time zones.
Cross-functional exposure to Sales, Technical, and Operations teams in a mission-driven biotech environment.
Opportunities for skill development in life-science product support, CRM excellence, and escalation management.
Company
Taconic Biosciences
Taconic Biosciences engages in developing and delivering animal models and related laboratory services for the biomedical research
Founded in 1949
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-11-01Acquired
Leadership Team
Nancy J. Sandy
Chief Executive Officer
Chris Peri
Chief Financial Officer
Recent News
2026-01-20
Company data provided by crunchbase