Customer Support Specialist I

The Organization:

Addgene is a thriving non-profit life sciences organization that supports and accelerates important research and discovery for scientists all over the world. Since its founding in 2004, Addgene has grown and innovated in order to assist the research community by archiving and sharing useful research materials and resources (such as plasmid DNA samples, viral vectors, and recombinant antibodies) with scientists worldwide. Broad availability of these unique research materials promotes the advancement of research in a wide variety of disciplines, including cancer, heart disease, and neurodegenerative disorders, while increasing collaboration within the scientific community. Learn more here from one of our founders, Melina Fan.

In joining our team as an “Addgenie”, you will work with multidisciplinary internal teams to help fulfill this mission, including scientists, software engineers and product developers, renowned customer support teams, marketing gurus, and business development professionals. Together, Addgenies create and enhance opportunities for research scientists to deposit their materials, find products and resources easily on our website, and receive unparalleled support in receiving and expertly using our materials in their own experiments.

The Role:
In this position, you will help facilitate the exchange of scientific materials by communicating directly with customers to provide support, reviewing ordering documents, and collaborating with internal departments to ensure accurate and efficient service is provided to our customers.

To Succeed in this Role, You Will:

• Provide high-quality phone and email support for questions related to online ordering, legal agreements, shipping, and payment 
• Work both independently and collaboratively to resolve customer questions
• Review and process order-related documentation such as legal agreements and import permits
• Collaborate across teams to work on a variety of projects to improve customer experience and operations
• Balance daily tasks with projects and team goals
• Maintain knowledge of new Addgene software and services

Skills and Competencies:

• Bachelor of Science or Bachelor of Arts degree, or equivalent experience
• Excellent verbal and written communication skills, including active listening
• Strong critical thinking and problem solving skills
• Ability to work well both independently and collaboratively as necessary 
• Patience, empathy and adaptability in interpersonal interactions
• Proficiency with computer software, including MS Office Suite and web applications
• Administrative and/or customer service experience preferred but not required

Life at Addgene:

Addgene prides itself on being a truly special place to work. We are an inclusive and welcoming group of people from many backgrounds and perspectives, and we believe in flexibility and strong work/life balance. Our staff are engaged in multiple professional development opportunities, and give the company their ideas and feedback regularly. We also never pass up an opportunity to have a little fun, whether it be popping popcorn for our outdoor movie night, dressing up as Schitt’s Creek characters for our Halloween costume contest, or sharing hilarious pictures of our fur babies on our Slack #pets channel. Whether you’re a bookworm, an athlete, or an interior design connoisseur, there’s a place for you to step away from your daily work and connect with your colleagues.

Addgene also provides very competitive benefits and continuously works to maintain an inclusive culture:

• Benefits for Full-Time Employees

Addgene puts its people first. We offer a comprehensive 100% company-paid benefit package that includes health, dental, life, short-term, and long-term disability insurance. In addition, employees are encouraged to participate in an individual 403(b)(7)-retirement account. The cost of public transportation is fully paid by the company. 

Part-Time Employees also enjoy benefits such as Pet Insurance, Onsite yoga classes, and yearly one on ones with a financial professional. Addgenies working 20 or more hours per week in a non-temporary capacity are automatically enrolled at a 3% deferral, and those working 4 or more days per week are eligible for a MBTA/commuter rail pass.

• Diversity, Equity, and Inclusion at Addgene

Addgene is committed to creating and fostering a diverse, supportive, and inclusive working environment. All of our initiatives benefit from the diverse and open worldwide scientific community that we work with, and we believe that the best innovations and discoveries come from diverse teams. Addgene will continue to build these diverse teams, as well as continue to do the hard work of examining how Diversity, Equity and Inclusion can be meaningfully woven into our work life, foremost and always to combat bias of all kinds. We are looking forward to continuing to get to know and celebrate a variety of perspectives and backgrounds as we grow our teams; and in doing so, we will bring more scientists together to share their resources in order to change the world.