Customer Service Specialist

Nuclera is a venture-backed, founder-driven biotech company headquartered in Cambridge, UK with significant operations in Boston, USA. The company’s mission is to improve human health by making proteins accessible. We are beginning this mission through the launch of our eProtein Discovery™ platform. eProtein Discovery is a breakthrough protein expression, characterization, and purification technology, consisting of a lab-based benchtop instrument, cloud-based software and proprietary cartridges and consumables. The goal is to enable rapid protein access to life science researchers around the world.

We are seeking a self-motivated Customer Service Specialist to join our Customer Support team. This is a unique opportunity to join the customer support team, supporting our global customer base. Based in our Cambridge office, you’ll 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 collaborate closely with teams including Logistics, Technical Support, Field Application Scientists, and Sales. Your work will ensure a smooth, efficient experience for customers from order placement through to delivery.

This is an ideal opportunity for someone who thrives in a dynamic, science-driven environment and is passionate about providing excellent service.

This role follows a hybrid working model, with a minimum of 3 days per week in our Cambridge office and up to 2 days working from home.

This Customer Service Specialist role offers the opportunity to make a real impact on our global customer operations. If you’re looking to bring your expertise to a growing, mission-driven team and support cutting-edge science, we’d love to hear from you.

About the role:

• Provide first-class support to customers on a variety of queries including orders, delivery timelines, stock availability, documentation, and quotations.
• Ensure a high level of ownership of each customer interaction, delivering clear communication and timely updates throughout the customer journey.
• Collaborate effectively with cross-functional teams such as Logistics, Technical Support, Field Application Scientists, and Sales to resolve issues and ensure smooth customer operations.
• Work closely with the UK-based Head of Technical and Customer Support to ensure alignment on policies, service standards, and customer expectations.
• Assist in the implementation and continuous improvement of customer service processes, tools, and workflows.
• Monitor and report on customer service metrics and KPIs to help identify trends, bottlenecks, and opportunities for service enhancements.
• Support order processing and logistics coordination to ensure a seamless experience for our customers.
• Manage escalated customer issues with empathy and professionalism, seeking solutions that balance customer satisfaction with business needs.

Requirements

• Experience in a customer service or customer operations role, ideally within the biotech or life sciences sector.

• Strong interest in science, biology, or related fields; familiarity with research laboratory products and/or equipment is an advantage.
• Proven ability to work independently and manage multiple tasks in a fast-paced, evolving environment.
• Comfortable using CRM and ERP systems; experience with platforms such as Salesforce and IFS is a plus.
• Excellent written and verbal communication skills, with a strong attention to detail and customer-first mindset.
• A collaborative team player with the ability to work cross-functionally and across time zones.
• Demonstrated problem-solving ability and a proactive approach to improving the customer experience.
• Experience supporting customers internationally is desirable.

Benefits

What we offer:

In addition to competitive salaries, we offer a range of benefits including:

• Incentive stock options
• A comprehensive benefits package that includes medical, dental, vision and life insurance
• Short- and long-term disability insurance
• 401(k) retirement plan
• 25-day annual holiday allowance
• Investment in professional development and learning
• Fresh fruit, tea, coffee, and snacks in the office
• Organised summer and other events for staff