Biotech Customer Support Specialist

About the Role

HistoWiz, based in New York City, is the leading online histopathology company committed to accelerating biomedical research through enhanced histopathology services and fostering international collaboration. Since launching in 2013, the company has experienced substantial growth, driven primarily by customer referrals, and is supported by prominent investors such as Y-Combinator and Zhenfund. HistoWiz serves over 1,000 paying clients globally, including prestigious academic institutions like MSKCC, Harvard, Stanford, and pharma companies such as CRISPR, Johnson & Johnson, and Regeneron.

The company digitizes tissue specimens and hosts all data on its proprietary PathologyMap™ platform, enabling unprecedented turnaround time for diagnoses alongside online data sharing and accessibility. The platform represents the world's most extensive pathology data repository and the first network linking elite pathologists globally.

This position requires a candidate eager to contribute to a dynamic, impactful team, possessing strong problem-solving capabilities, exceptional customer service, and interpersonal skills.

Key Responsibilities

• Assist customers with technical issues and guide them in navigating the PathologyMap platform.
• Directly engage with clients to understand and manage their unique needs and preferences.
• Communicate effectively via phone and email to resolve customer inquiries and issues.
• Gather and process client data and transaction details accurately.
• Qualify prospective leads and route them to the correct departments.
• Respond promptly and professionally to client questions and concerns.
• Address customer complaints calmly and work towards viable solutions.
• Escalate significant problems to senior management when needed.
• Compile and maintain necessary documentation, including contracts.
• Perform essential administrative and clerical tasks as required.
• Maintain expert knowledge of HistoWiz’s products and services.
• Adhere to established standards and operational procedures.
• Provide client training on newly introduced platform features.

Qualifications

• Bachelor's degree in a scientific discipline or communications-related field.
• Previous experience in customer service, customer success, technical support, or similar roles.
• Strong computer literacy and technological proficiency.
• Excellent communication skills with the ability to remain composed under pressure.
• Prior experience within a Contract Research Organization (CRO) or biotech firm is preferred.
• A background in startup environments is an advantage.

Employee Benefits

HistoWiz invests substantially in employee professional growth, encouraging engagement within bioscience, technology, and startup networks. Exceptional employees may be eligible for stock options reflecting their influence on the organization and scientific community. The company also supports independent project pursuits.

• Full coverage for employee health, vision, and dental insurance; partial family coverage.
• Parental leave benefits.
• New York commuter benefits.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• 401(k) retirement plan options.
• Three weeks of paid time off annually.
• Regular team-building events conducted outside office settings.