We are looking for a Scientific Support Specialist to join our Customer Success team. The Scientific Support teams are scientists and product experts that work directly with Pharma, Biotech, and Academic scientists to troubleshoot and overcome problems that are both scientific and technical in nature. Scientific Support is a key and active stakeholder in a highly cross-functional environment, collaborating directly with enterprise account teams, marketing, growth analysts, engineers, and the product team. You will be reporting to the Manager of Scientific Support.
BenchSci is a remote-first organization. At this time, we are welcoming applicants from Canada & the US for this position.
You Will:
- Develop an understanding of our products and how we use technology to solve unique scientific challenges faced by our customers in industry and academia.
- Earn and maintain the trust of our customers to help BenchSci become their partner in science.
- Collaborate with colleagues in product development and customer success, providing insights to improve our product and guide customers to find value in BenchSci
- Partner with Marketing to produce customer enablement materials like help articles, videos and other multimedia content, and ensure existing assets reflect our evolving platform.
- Resolve customer issues through in-app chat, email, and occasionally by video call.
- Partner with account teams to support ad hoc customer projects' scientific initiatives, using BenchSci technology to advance research
- Prepare for product launches by growing scientist-facing content for our knowledge base content.
- Identify opportunities to improve our team operations, looking for ways to better serve our customers and colleagues.
You Have:
- Ph.D. in Biology or a related field in Life Sciences
- 5+ years experience working in the pharmaceutical or biotech industries in a customer-facing role
- A passion for making a real impact through your work within the life sciences industry
- Experience solving problems of a scientific or technical nature
- Exceptional written and oral communication with an ability to explain complex workflows in clear and understandable language
- Comfort speaking with scientists across a spectrum of experience, from graduate students to industry principal scientists
- Ability to translate and infuse functional and technological capabilities into scientific discussion
- Ability to learn and pivot when new products or problems arise.
- Ability to learn from and adapt to an ever-evolving product
Benefits and Perks:
An engaging remote-first culture
A great compensation package that includes BenchSci equity options
15 days vacation plus an additional day every year; plus company closures for 15 more days throughout the year
Unlimited flex time for sick days, personal days, religious holidays
Comprehensive health and dental benefits Emphasis on mental health with $2500 CAD* for Psychologist, Social Worker, or Psychotherapist services
A $2000 CAD* Annual Learning & Development budget
A $1000 CAD* home office set-up budget
A $2500 CAD*wellness, lifestyle and productivity spending account for employees
Generous parental leave benefits with a top-up plan or paid time off options
*Benefits are tied to Canadian dollar amounts and would be converted to local currency for those in other countries. Moving to local currency allotments in the future.
About BenchSci:
BenchSci's vision is to help scientists bring novel medicine to patients 50% faster by 2025. We empower scientists to run more successful experiments with the world's most advanced, biomedical artificial intelligence software platform.
Backed by F-Prime, Inovia, Golden Ventures, and Google's AI fund, Gradient Ventures, we provide an indispensable tool for scientists that accelerates research at 16 top 20 pharmaceutical companies and over 4,300 leading academic centers. We're a certified Great Place to Work®, and top-ranked company on Glassdoor.
Our Culture:
BenchSci relentlessly builds on its strong foundation of culture. We put team members first, knowing that they're the organization's beating heart. We invest as much in our people as our products. Our culture fosters transparency, collaboration, and continuous learning.
We value each other's differences and always look for opportunities to embed equity into the fabric of our work. We foster diversity, autonomy, and personal growth, and provide resources to support motivated self-leaders in continuous improvement.
You will work with high-impact, highly skilled, and intelligent experts motivated to drive impact and fulfill a meaningful mission. We empower you to unleash your full potential, do your best work, and thrive. Here you will be challenged to stretch yourself to achieve the seemingly impossible. Learn more about our culture.
Diversity, Equity and Inclusion: We're committed to creating an inclusive environment where people from all backgrounds can thrive. We believe that improving diversity, equity and inclusion is our collective responsibility, and this belief guides our DEI journey. Learn more about our DEI initiatives.
Accessibility Accommodations: Should you require any accommodation, we will work with you to meet your needs. Please reach out to [email protected].
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