Biotech Support Operations Manager
2 months ago
We are a pioneering biotechnology company that has revolutionized molecular detection and diagnostics. Our cutting-edge platform enables early pathogen detection, empowering global health, food security, and supply chain resilience. With a passion for delivering exceptional customer service, we are seeking an experienced leader to oversee all aspects of customer and technical support operations.
Job Description- Customer Engagement: Build strong relationships with key clients, serving as the primary point of contact for addressing inquiries, resolving issues, and proactively identifying opportunities to enhance customer experience.
- Issue Resolution: Manage customer escalations and complex inquiries, utilizing problem-solving skills and technical expertise to effectively address issues and ensure timely resolution. Expand and maintain repository of technical support and training materials.
- Process Design and Improvement: Review existing processes and rapidly identify areas of improvement that can enhance scalability, compliance, and customer experience. Build out NetSuite Support CRM in accordance with Alveo QMS and ISO regulations.
- Experience: Minimum of 5+ years of experience in customer support or related roles within the biotech or pharmaceutical industry.
- Education: Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred.
- Skills: Strong project management and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels. Mastery of CRM systems (NetSuite and Salesforce a bonus) and proficiency in Microsoft Office suite.
Estimated Salary: $170,000 - $217,000 per year
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