Customer Support Manager

About Biotecnika:

Biotecnika is a leading name in the Biotech & Life Sciences industry, dedicated to empowering scientists, researchers, and professionals with cutting-edge resources, training, and support. With a commitment to innovation, education, and customer satisfaction, we bridge the gap between scientific expertise and industry demands.

Why Join Biotecnika?

• Impact-Driven Work: Play a crucial role in revolutionizing customer experience in the biotech and life sciences domain.
• Growth & Learning: Be part of an organization that fosters continuous learning and professional development.
• Innovative Environment: Work alongside industry leaders and experts in a dynamic, fast-paced setting.
• Employee-Centric Culture: A workplace that values work-life balance, employee well-being, and career growth.
• Networking & Exposure: Engage with top professionals, institutions, and researchers in the field.

Key Responsibilities:

• Lead and manage the customer support team to ensure exceptional service delivery.
• Develop and implement customer service policies and procedures to enhance user experience.
• Address customer queries, complaints, and concerns effectively, ensuring timely resolution.
• Analyze customer feedback to improve service quality and streamline processes.
• Collaborate with internal teams (Sales, Marketing, and Product Development) to enhance customer satisfaction.
• Utilize CRM tools and technology to optimize customer support workflows.
• Train and mentor the customer support team to maintain high service standards.
• Monitor key performance indicators (KPIs) to assess customer service efficiency and effectiveness.
• Maintain compliance with industry standards and best practices for customer support in biotech and life sciences.

Required Skills & Qualifications:

• Bachelors or Masters degree in Biotechnology, Life Sciences, or a related field.
• 5+ years of experience in customer support or service management, preferably in biotech, life sciences, or healthcare domains.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficiency in CRM software and customer support tools.
• Ability to analyze data and customer trends to drive improvements.
• Strong decision-making abilities and a customer-first approach.

Preferred Qualifications:

• Experience in handling B2B and B2C customer interactions.
• Knowledge of industry regulations and compliance standards.
• Certification in Customer Service Management or equivalent.

How to Apply:

Interested candidates can send their updated resume to lehar@biotecnika.org or 9900087574 with the subject line Application for Manager Customer Support.

Join us at Biotecnika and be a part of a team that is driving innovation and excellence in biotech and life sciences!