Customer Service Representative

Are you the person everyone turns to when something needs to get done, figured out, or fixed?

When there's no instruction manual, is your first instinct to build one?

Can you lock in, block out the noise, and tackle a high-volume workload with focus and precision?

Do you take pride in crossing every item off your to-do list?

If so, we'd love to meet you.

We're looking for a Client Services Representative to join our growing team supporting biopharmaceutical clients and their end users. In this role, you'll serve as a critical operational partner—helping clients navigate our SaaS platform, resolving support requests, managing user access, maintaining data accuracy, and ensuring a seamless client experience.

This is more than a support role. It's an opportunity to build a career in healthcare technology and client services, with a defined growth path into Client Services Liaison, Client Engagement, and Implementation positions.

What You'll Do

Support Clients and End Users

● Serve as a first point of contact for client and end-user questions via phone and email.

● Resolve routine platform and workflow questions quickly and accurately.

● Monitor shared support channels and ensure timely follow-up and issue resolution.

● Escalate more complex issues to the appropriate internal teams.

Keep Operations Running Smoothly

● Provision and maintain user accounts, permissions, and territory assignments.

● Manage onboarding, offboarding, and user access updates.

● Maintain client data within the platform.

● Generate recurring and ad hoc reports.

● Enter and manage support tickets through completion.

Drive Accuracy and Compliance

● Maintain clear documentation of support activities.

● Help ensure AI-assisted tools provide accurate and useful responses to client questions.

● Assist with compliance-related processes within a regulated environment.

● Monitor support metrics and help ensure service commitments are met.

Improve the Client Experience

● Create and update user guides, training materials, and knowledge base articles.

● Leverage AI-enabled tools to enhance efficiency and improve response quality.

● Identify opportunities to streamline processes and improve service delivery.

What We're Looking For

● Bachelor's degree preferred; equivalent experience considered.

● 1–3 years of experience in client services, customer success, account support, or related fields.

● Experience working with SaaS platforms or support systems preferred.

● Strong written and verbal communication skills.

● Exceptional organizational skills and the ability to manage multiple priorities simultaneously.

● Comfort using technology and AI-assisted tools to improve productivity.

● Exceptional attention to detail and commitment to accuracy.

● A proactive, resourceful mindset with the ability to research issues and solve problems independently.

● Ability to thrive in a collaborative, remote environment.

Experience supporting enterprise SaaS clients within healthcare, life sciences, or other

regulated industries is a plus.

Compensation & Benefits

● Base Salary: $52,000 – $68,000, depending on experience

● Monthly performance bonus opportunities

● Comprehensive health benefits

● 401(k) with company match

If you're looking for a role where you can make an impact, continue to learn, and grow your career alongside a supportive team, we'd love to hear from you.

Equal Opportunity Employer

Job Type: Full-time

Pay: $52,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Required)
• AI tools: 1 year (Required)

Work Location: Remote