Customer Support Representative

Full-time, Hybrid (Wroclaw - Poland)


Job Description

The Customer Support Representative (CSR) is the first person most customers talk to when they have a question, some feedback, or a problem. You'll provide clear, accurate solutions and follow up to make sure every issue is fully resolved.

This role is a great fit for someone with a science background who enjoys working with people. You'll need excellent communication skills, a friendly and patient attitude, and a strong grasp of our product and services so you can confidently answer whatever customers bring to you.

 

Key Responsibilities

  • Manage customer support tickets and respond promptly across all channels
  • Provide accurate, complete, and timely information using the right methods and tools
  • Partner with the support engineering team to coordinate fixes, then follow up to confirm full resolution
  • Work closely with the Product and Development teams to advocate for customer needs and resolve issues
  • Identify and assess each customer's needs to ensure their satisfaction
  • Follow established communication procedures, guidelines, and policies, and keep your KPIs up to date
  • Go the extra mile to engage customers and build lasting relationships

 

Experience and Qualifications

  • BSc or MSc in Life Sciences (or a closely related field)
  • Laboratory bench experience is a plus — ideally in the biotech or pharmaceutical industry (Labguru or Mosaic experience is a plus)
  • Native-level English; additional languages are a welcome bonus
  • Strong customer orientation, with the ability to adapt and respond to a wide range of personalities
  • Excellent multitasking, prioritization, and time-management skills
  • Demonstrable leadership skills, comfortable working both independently and as part of a team
  • Excellent communication and presentation skills
  • Willingness and flexibility to work variable hours when needed
  • Programming/technical skills are a plus

 

What We Offer

  • An international working environment with daily collaboration across teams in the US, UK, Israel, and Poland.

  • Competitive salary aligned with your experience and the local market.

  • Stable employment in a growing company serving leading global pharmaceutical organizations.

  • Structured onboarding program and ongoing professional development opportunities, including access to training and certifications.

  • The chance to work with a modern SaaS product at the intersection of technology and life sciences.

  • Supportive and collaborative team culture that values initiative and continuous improvement.

  • Flexible working arrangements with a balance of remote and on-site work. 


How to Apply

Send your CV and a brief cover letter to jobs@cenevo.com, referencing “Junior Full Stack Developer - Israel”.  

 

Company Overview

Cenevo specializes in lab management systems, automation, orchestration, data management and AI technology for life sciences. We are trusted by scientists, companies, and research institutions worldwide, from small biotech to global pharma, with over 950 customers – including 8 out of the top 10 pharmas – and 45,000+ scientist users worldwide. Our team of more than 200 provides customers with global support from our offices in the UK, US, Israel, and Poland. Cenevo enables connected labs which are automated, data-centric and AI-enabled.

Our Mosaic software offers a comprehensive suite of tools to maximize the efficiency and accuracy of sample tracking,  inventory management and workflow automation. With connections to over 150 device and system integrations, Mosaic maximizes efficiency, orchestration and accuracy.

Our Labguru software provides a cloud-based laboratory data management research-to-production platform, combining an ELN, LIMS,  inventory management and AI-based informatics tools. Scientists rely on Labguru to accurately plan, document, track, streamline, automate and share their research and production