Team Lead Customer Service and Fulfillment B2B

About us

ZAGENO was founded in 2015, ZAGENO is eliminating bottlenecks to breakthrough science and research through curated connections linking scientists and their institutions’ procurement offices with leading life science vendors. World-renowned academic and government research facilities, global pharmaceutical companies, and biotechs large and small are already users of our unique online biotech marketplace, currently comprising more than three million products.

What do we do?

  1. We help scientists choose the optimal laboratory kits and materials for each unique experiment setup.
  2. We make purchasing transactions more efficient for both buyers and sellers.
  3. For our vendor partners, we provide a valuable, expanded sales channel.
Our growing ZAGENO team of 60 in Cambridge, USA, and Berlin, Germany, includes experts in science, e-commerce, systems integration, and customer support to enable smarter, faster processes — allowing more time and resources for value-added science and better research results. Find out more on https://zageno.com

Come join us

ZAGENO has become the world's largest biotechnology & life science e-commerce marketplace. Our customers are scientists, procurement professionals and researchers from all over the world. We enable scientists to get the critical products for their research faster and cheaper, thus driving down the time & cost it takes to reach a scientific breakthrough. Find out more at: https://zageno.com 

As a Business to Business (B2B) marketplace, we acquire and serve scientists & purchasers by empowering them to identify optimal products among all vendors, handle their orders, optimize their purchasing processes and deliver the best customer service. We are searching for an exceptional individual to support ZAGENO’s growth and success through scaling up a customer service / fulfillment team in Cambridge and Berlin (Germany) serving all our US customers successfully. You would be working closely with our VP Customer Service and all operational teams at ZAGENO. 

Your Tasks

  • Responsible for excellent service and fulfillment for all US customers.

  • Build up a team in our site in Cambridge while having a larger part of your team in Berlin, Germany and concentrating on a strong connection in the team

  • Enjoy leading and developing the US customer team while growing it from 7 to 15 team member in 2019 and aligning closely with the European customer service team

  • Feel responsible for operational account management: Successfully engage existing and prospective customers in the US in calls and face-to-face meetings to bring them the best benefit and support possible

  • Enjoy project management and process flow optimization through close connection to all internal operational teams 

  • Work closely with the VP Customer Service located in Berlin, Germany managing the time zone and location differences

Your Profile


  • You have 3+ years of experience in BtoB Customer Service inhouse or external providers, leading and building efficient teams.

  • You have experience of working with fast growing environments and fast changing processes and holding your team up to date

  • It is easy for you to stay in contact with individuals and you team working in different sites or from home

  • You have fun getting things done and bringing operational processes into an excellent flow in order to provide a high quality experience

  • You are a dedicated leader, both in person and virtually and are passionate about people and talent development

  • You are interested and passionate about working in an international work environment and culture

Your Benefits

  • You can work with us on a fun and exciting long-term challenge with high impact worldwide

  • We give you the opportunity to work in a dynamic, international and diverse team with a global vision & mindset

  • You have the freedom to craft and influence your role and use your creativity and experience to drive real impact within ZAGENO

  • You will be a part of an exciting work environment with a ‘get it done,’ attitude

  • We offer you a competitive compensation, benefits & stock option packages

  • ZAGENO is an equal opportunity employer and we 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.

    If this sound exciting to you and you would have fun with the responsibilities and our company vision, we would be very happy to receive your application!