Nuclera
Customer Service Specialist
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Customer Service Specialist
Customer Service Specialist
Nuclera is a venture-backed, founder-driven biotech company headquartered in Cambridge, UK, with significant operations in Boston, USA. Our mission is to improve human health by making proteins accessible. We are pioneering this mission through our eProtein Discovery™ platform, a groundbreaking protein expression, characterization, and purification technology. This technology combines a lab-based benchtop instrument, cloud-based software, proprietary cartridges, and consumables, enabling rapid protein access for life science researchers around the world.
About the Role
We are seeking a self-motivated Customer Service Specialist to join our Customer Support team and support our global customer base. Based in our Cambridge office, you will play a critical role in delivering high-quality, responsive support to Nuclera customers.
As part of a global team, you will help establish local customer operations and work closely with teams including Logistics, Technical Support, Field Application Scientists, and Sales. Your work will ensure a smooth and efficient experience for customers from order placement to delivery.
This role, offered part-time (2-3 days a week within our Cambridge office), is an ideal opportunity for someone who thrives in a dynamic, science-driven environment and is passionate about providing excellent service. You’ll have the chance to make a meaningful impact on our global customer operations while supporting cutting-edge science.
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Key Responsibilities
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Provide first-class support to customers on diverse queries, including:
- Orders and order status
- Delivery timelines
- Stock availability
- Documentation issues
- Quotations
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Ensure high ownership of each customer interaction, delivering clear communication and timely updates throughout the customer journey.
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Collaborate effectively with cross-functional teams, such as:
- Logistics
- Technical Support
- Field Application Scientists
- Sales
To resolve issues and ensure smooth customer operations.
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Work closely with the UK-based Head of Technical and Customer Support to align on policies, service standards, and customer expectations.
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Assist in the implementation and continuous improvement of customer service processes, tools, and workflows.
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Monitor and report on customer service metrics and KPIs, identifying trends, bottlenecks, and opportunities for service enhancements.
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Support order processing and logistics coordination, ensuring a seamless experience for customers.
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Manage escalated customer issues with empathy and professionalism, balancing customer satisfaction with business needs.
Requirements
- Proven experience in a customer service or customer operations role, preferably within the biotech or life sciences sector.
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Strong interest in science, biology, or related fields; familiarity with research laboratory products/equipment is advantageous.
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Ability to work independently and manage multiple tasks efficiently in a fast-paced, evolving environment.
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Comfortable using CRM and ERP systems; experience with Salesforce or IFS is a plus.
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Excellent written and verbal communication skills, with a customer-first mindset and strong attention to detail.
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Collaborative team player capable of working cross-functionally and across time zones.
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Proactive problem-solving ability to enhance the customer experience.
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Beneficial: Experience supporting international customers.
Benefits
What we offer:
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Competitive salary, including an annual company bonus scheme of 5%.
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Life insurance coverage.
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Private medical insurance and cash plan benefits.
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25 days annual leave plus Bank Holidays.
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Enhanced employer pension contributions.
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Enhanced maternity and paternity leave policies.
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Investment in professional development and continuous learning opportunities.
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Access to amenities on Vision Park and Histon.
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Fresh fruit, tea, coffee, and snacks available in the office.
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Organised team events for culture and cohesion.
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