Customer Support and Operations Specialist, ZAGENO

French & English Fluency Required

Salary not provided

$900.00 - $1,000.00 USD per month

Junior and Mid level

Remote from Europe, UK

More information about location

Online marketplace for life science research products

Be an early applicant

Online marketplace for life science research products

101-200 employees

B2BMarketplaceBiologyeCommerceScienceMedTech

Be an early applicant

Salary not provided

$900.00 - $1,000.00 USD per month

Junior and Mid level

Remote from Europe, UK

More information about location

101-200 employees

B2BMarketplaceBiologyeCommerceScienceMedTech

Company mission

To accelerate scientific innovation by streamlining biotech purchasing processes.

Job

Company

Role

Who you are

Experience: Minimum 1-2 years of customer support experience, preferably in the life sciences or a related industry
Language Skills: Must be C1 level fluency in French and English
Communication Skills: Exceptional verbal and written communication skills with a professional and approachable tone
Technical Aptitude: Comfortable learning the ZAGENO platform and internal tools that are used daily
Problem-Solving Skills: Strong analytical skills with the ability to troubleshoot and resolve customer issues effectively
Customer-Centric Mindset: Passionate about delivering outstanding service and creating positive customer experiences
Multitasking Ability: Able to manage multiple customer interactions across various channels in a fast-paced environment
Tools Proficiency: Experience with CRM systems, live chat platforms, and ticketing tools is highly desirable

What the job involves

Customer Assistance: Respond promptly and professionally to customer inquiries via phone, live chat, and email, ensuring an exceptional customer experience
Order Management: Provide accurate updates on order statuses, assist with changes or cancellations, and resolve issues related to shipping and delivery
Technical Support: Offer guidance on the ZAGENO platform and any errors our customers encounter, escalating complex technical queries to the appropriate teams
Problem Resolution: Investigate and resolve customer complaints or issues in a timely manner, working closely with internal teams and vendors
Relationship Building: Build trust and rapport with customers, demonstrating empathy and a commitment to resolving their concerns effectively
Documentation: Maintain accurate records of customer interactions and ensure proper follow-up to guarantee satisfaction
Collaboration: Work closely with the Operations, Sales, and Vendor teams to address customer needs and improve overall processes

Our take

It goes without saying a solution supporting the speed of life science innovation and research is eye-catching. Zageno, founded in 2015, has developed a marketplace for industry leading products for researchers.

The ethos behind the company is to make the logistical part of research all the more easy for researchers to have “eureka” moments. Over the years Zageno has built up a strong rapport within the industry leading to a strong customer base including New York Genome Center and Remix Therapeutics.

The company attracted a large funding round to which it will be able to continue its support to science on a larger magnitude globally. In the same vein of rapid growth Zageno showed a fever for scaling by recently appointing Tracy-Ann Brown as Senior VP of People, Tracy previously led WeWork growth from 12 to 15,00 across the US and Japan operations.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (3.6)

Company

Funding (last 2 of 4 rounds)

May 2023

$33m

LATE VC

Nov 2021

$60m

SERIES C

Total funding: $121m

Company HQ

Central Square, Cambridge, MA

Leadership

Florian Wegener

(CEO)

Previously a Medical Doctor Cardiology at University Hospital of Frankfurt and a Consultant at The Boston Consulting Group. More recently acted as VP Global Head of eCommerce at Qiagen.

David Pumberger

(CPO & Chief Strategy & Innovation Officer)

Served as the company's CEO from 2015-2018. Previous Manager at PwC Management Consulting and J&M Management Consulting.

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