Customer Experience Operations Associate
Over the coming years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy are dramatically changing how we treat cancer and other major illnesses. Biofuels and biomaterials are transforming the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology are producing sustainable and ethical food. Benchling’s mission is to accelerate the research that propels us towards this reality, and magnify its impact, through modern software.
Every day, scientists around the world use Benchling’s applications, platform, & analytics in their efforts to solve humanity’s most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research. Our customers include pharmaceutical giants, leading biotechs, and the world’s most renowned research institutes.
ROLE OVERVIEW
Benchling is seeking an Operations Associate to join our Customer Experience (CX) Operations organization. Our CX Operations team is responsible for providing the workflows, tooling, training and operational assistance to maximize Professional Services, Support, and Customer Success team organizational efficiency and enable best in class customer experience.
In this role, you will be responsible for executing operations processes, administering our systems/tools, troubleshooting issues, and conducting regular reporting and analysis of CX team performance for Professional Services, Support and/or Customer Success.
If you have customer-facing experience in a SaaS company, and are curious about SaaS Operations, this role will be a great fit for you. Ideally you have a passion for problem solving, analyzing data and designing solutions that achieve operational goals and are customer-friendly. We’re a team of tenured SaaS Operations professionals and are excited to show you the ropes!
WHAT YOU WILL WORK ON
- You’ll manage and maintain software tools used by the Customer Experience team.
- You’ll triage requests and provide support to customer-facing teammates with operational processes, tools, and reporting.
- You’ll deliver internal reporting packages, insights and recommendations from the data to help Customer Experience leadership manage their businesses effectively.
- You’ll develop and maintain internal process documentation and provide training to teammates on process changes.
- You’ll work cross-functionally with Customer Experience teammates on initiatives and projects.
ABOUT YOU
- 2-3 years of data-driven, operational experience, ideally in Enterprise SaaS, or customer-facing experience in Customer Support, Professional Services, and/or Customer Success in Enterprise SaaS or 1-2 years Consulting experience
- Knowledge of KPIs relevant to Professional Services, Support, and Customer Success organizations.
- Experience generating reports and manipulating data in Excel/Google Sheets using equations, pivot tables, and charts, independently.
- Experience with CRMs (e.g., Salesforce), support tools (e.g., Intercom, Salesforce, Zendesk), Business Intelligence tools (e.g., Mode, Einstein Analytics)
- Intellectual curiosity, an aptitude for defining and solving problems through process, and a customer-first orientation, a must!
- Highly organized, timely executor with clear written and verbal communication.
- Education in the Life Sciences discipline and/or direct experience working with Life Sciences organizations, a plus.
Benchling welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.
LEADERSHIP PRINCIPLES
- Admit mistakes and shortcomings
- Deliver results
- Disagree and commit
- Obsess over customers
- Rely on work ethic
- Show empathy
- Recruit and develop the best
- Sweat the details
- Think and communicate clearly
- Unite around the mission
PERKS AND BENEFITS
- Work with a talented yet humble team
- Competitive compensation & equity package
- Weekly virtual social events, and annual company retreats
- 401k, Medical, dental, and vision insurance (US Employees Only)
- Monthly health & wellness stipend
- Yearly educational stipend
- Flexible & Generous Vacation Policy: If you feel you need a break, you can talk directly with your manager to find coverage and support while you are out of the office. Need time off to vote? We've got you covered.
- Quarterly company-wide mental health days off
- Holiday Shut-down: company-wide holiday shut-down between Christmas Eve and New Years
- Major US and EMEA holidays observed
- To support remote work conditions during the COVID-19 pandemic, Benchling provides each employee a one-time stipend of $1,000(USD) upon commencing employment, and additional discounted employee purchase plans for home-office equipment.
In following best practices and safety protocols, all Benchling employees are expected to work remotely until we are further advised that it is safe for employees to resume work in their respective office locations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.