Operations Specialist (remote)

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

About the Role

We are currently seeking enthusiastic individuals to further extend our customer support team currently represented in Massachusetts and Berlin, Germany. As part of a growing B2B online marketplace, you will be challenged every day by an exciting, fast-paced environment. You'll manage every step of the laboratory ordering process while creating meaningful relationships with our customers and vendors.

Come help today's life science researchers discover tomorrow's innovation!

In this role you will:
  • Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
  • Provide visibility into the shipments of orders to our end customers
  • Troubleshoot website issues 
  • Maintain up-to-date and comprehensive knowledge of the product 
  • Upload products and prices to our platform from customer requests 
  • Assist customers in locating alternative products 
  • Effectively communicate feedback across departments for improved customer experience
  • Help define process and system improvements to facilitate order volume scaling

About You

  • Excellent English skills, both written and verbal
  • A problem-solving mentality that thrives on new challenges
  • You are comfortable working autonomously as well as collaborating
  • You are flexible in terms of scheduling and changes in a growing environment
  • You are detail-oriented and take pride in your work
  • Experience in Freshdesk is a bonus, but not required
  • You can work east coast hours (9-5 pm ET) or west coast hours (9-5 pm PST)

Our Benefits

  • Working on a meaningful challenge with a positive impact on the scientific community 
  • A professional and dynamic team with a global vision and mindset
  • An exciting, international working environment - we have more than 40 nationalities!
  • We’ve got your health benefits (medical, dental, and vision) and 401K with company match covered
  • Staying healthy and fit is essential - we cover a part of your gym membership!
  • A learning & development budget to enable your ambitions to grow professionally in your field