Customer Support Analyst

About the Role

We are looking for a Support Analyst to join our Customer Support team at Science Exchange. In this role, you will be a frontline resource for our customers — managing incoming support tickets, troubleshooting issues, and ensuring requesters and suppliers have a seamless experience on our platform. You will report directly to the Customer Support Lead and work as part of a collaborative, high-performing team.

About You

You are a detail-oriented problem solver who genuinely enjoys helping people. You have experience working in a ticket-based support environment and are comfortable navigating technical platforms. You communicate clearly, stay organized under pressure, and take pride in resolving issues quickly and thoroughly. A background in SaaS or life sciences is a plus.

Responsibilities

• Manage and respond to incoming customer support tickets in Salesforce with a high degree of quality and timeliness.
• Troubleshoot and resolve customer issues related to the Science Exchange platform, escalating complex cases to the Customer Support Lead as needed.
• Serve as a knowledgeable, customer-centric point of contact for both requesters and suppliers.
• Document all customer interactions and resolutions accurately in Salesforce and other systems
• Identify recurring issues and surface trends to the Customer Support Lead to inform process improvements.
• Contribute to the maintenance and improvement of internal knowledge base resources and support documentation.
• Collaborate with cross-functional teams including product and engineering to resolve technical issues.
• Support onboarding and training of new users on platform features and workflows.
• Meet or exceed team KPIs including ticket response time, resolution time, and customer satisfaction (CSAT).

Qualifications & Requirements

• 1–3 years of experience in a customer support, technical support, or customer-facing role.
• Experience working with a ticketing system; Salesforce experience preferred.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to manage multiple open tickets simultaneously while maintaining attention to detail.
• Comfortable working independently in a fully remote environment.
• Comfortable working with AI (Claude AI preferably)
• Proficiency in JIRA a plus.
• Ability to explain complex topics to non technical/ lay persons
• Analytical mindset, ability to look for inefficiencies and suggest alternative solutions
• Familiarity with biopharma, drug discovery, or R&D outsourcing a plus.
• US-based business hours required.
• Travel 1 to 2 times a year

Compensation

The US-based salary range for this full-time position is $60,000–$75,000. Our salary ranges are determined by role and seniority level. Within the range, individual pay is determined by additional factors including job-related skills, experience, and relevant education and/or training. Incentive compensation and health, dental, and vision benefits are also offered for all US-based roles.

Ready to Join Us?

Science Exchange is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin