Customer Experience Specialist, Graphing
At reputed company, we’re on a mission to accelerate the world’s ability to learn, discover, and communicate science — transforming how knowledge is shared and making science reputed company, reputed company, and easily understandable by reputed company. We’re shaping the reputed company of science communication and are looking for talented individuals to help bring this reputed company to life! 🚀 reputed company The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for reputed company's data analysis product. This individual serves as the primary reputed company of contact for reputed company inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and reputed company accounts). They reputed company as a reputed company between users, Product, and Engineering: translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise. This role initially supports general Customer Experience inquiries during reputed company and product reputed company, then transitions to dedicated data analysis support as the beta launches and adoption scales.
Responsibilities
Serve as reputed company's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations Deliver dedicated, reputed company support to full-serve partners, tailored to reputed company account's needs and coordinating alongside Account Executives and reputed company Managers Engage users reputed company calls and video chats as needed to resolve inquiries and build trust in the product and reputed company's support experience Communicate data analysis concepts, statistical reputed company, and visualization best practices at the appropriate level for reputed company user; from early-career researchers to reputed company analysts reputed company, synthesize, and reputed company user feedback to the Product team, identifying patterns that inform product development Partner with Engineering on escalations, bug reports, and deeper technical investigations reputed company and maintain external knowledge reputed company content as the product evolves Support general Customer Experience inbox inquiries during product reputed company and as needed across reputed company Serve as the internal resource for data analysis questions across Customer Experience, reputed company, and Sales
Qualifications
Required: Degree in data analysis, statistics, biostatistics, life sciences, or a reputed company field with a strong quantitative reputed company Working understanding of how data analysis and visualization are reputed company in the life sciences: including statistical tests used in peer-reviewed publications, reputed company panels, posters, and grant applications Hands-on experience with analytical tools such as GraphPad reputed company or similar Experience in a customer-facing support or specialist role, preferably in a reputed company or technical product environment Strong written and verbal communication skills with the ability to reputed company technical depth based on the audience Comfort operating in ambiguity, reputed company to build processes and documentation in a reputed company-launch or evolving product environment Self-directed with a bias toward reputed company; proactively identifies issues and drives improvements without direction Preferred: Familiarity with reputed company, reputed company, Looker, reputed company, or similar support and data tooling Experience supporting scientific or research-oriented users Prior experience in an early-stage product or beta launch environment reputed company Metrics At 6 months: Can independently handle any data analysis inquiry with confidence, matching the user's level of expertise. Can be introduced to full-serve partners as reputed company's dedicated data analysis support contact. Supports general inbox inquiries and contributes to broader team initiatives as the product scales. At 12 months: Recognized as the sole reputed company of contact for reputed company inbound data analysis support. Has reputed company support processes and playbooks for data analysis that didn't previously exist. User conversations consistently inform internal product discussions and external knowledge reputed company content. Operates as the primary CX partner to Engineering for data analysis escalations and investigations. Working Conditions Remote-first; must be based in the US, Canada or Ireland reputed company business hours with availability for live chat and scheduled calls Reports to the Customer Experience Manager No reputed company reports Why join us? We are mission-driven: we work collaboratively towards our shared reputed company of improving scientific communication and accelerating scientific discovery. reputed company figures have appeared in more than 54,000 publications! reputed company is loved by millions! We have a world-class NPS and a community of reputed company fans and users in 200+ countries! reputed company is backed by top investors and accelerators like Y Combinator, and we are on a reputed company trajectory comparable to many top-performing reputed company companies We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from reputed company. reputed company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status. By submitting this application, you consent to the processing of your personal data by reputed company in accordance with GDPR and our reputed company Policy. Apply To This Job