Technical Support Manager

bit.bio is an award-winning spinout from the University of Cambridge. Our breakthrough technology combines synthetic and stem cell biology for the precise, efficient and consistent reprogramming of human cells used in research, drug discovery, and cell therapy. At bit.bio, we are passionate about engineering human cells that will enable the medicine of the future. To do this we need talented and curious people who want to make an impact on the future of science and therapeutics.

As a team of individuals, we value science, collaboration, openness, curiosity and creativity. We are united by trust and respect for each other.

Location: Babraham Campus, Cambridge, UK
Type: Full time, permanent
Salary: Competitive / Hours: 40 p/w
Office Based Position - Cambridge, UK - hybrid working available

Your role in our team:

We are looking for a Technical Support Manager with a strong background in technical support or customer service to ensure the delivery of exceptional customer service and technical assistance for our ioCells research products range.

Reporting to the VP of Research Products, the Technical Support Manager will manage support operations, develop support strategies and collaborate with cross-functional teams to enhance product knowledge and deliver high-quality customer satisfaction.

Your key responsibilities will include:

Customer Support and Issue Resolution:
Set performance goals and monitor team metrics to ensure high-quality support and customer satisfaction.
Oversee the resolution of complex technical issues, ensuring timely and accurate responses to customer enquiries.
Implement and maintain efficient support processes, including ticketing systems, to manage and track customer interactions.
Develop and maintain a knowledge base of common issues and solutions to aid the support team and customers.

Product Knowledge and Training:
Collaborate with the R&D, product development, field application and product management teams to stay informed about new products and updates.
Stay current with the latest advancements in life sciences products and technologies offered by the company.
Conduct regular training sessions for yourself to enhance your technical expertise and product knowledge.

Customer Feedback and Continuous Improvement:
Gather and analyse customer feedback to identify areas for improvement in products and support services.
Work with the quality assurance and product development teams to address recurring issues and enhance product performance.
Communicate the customer needs and expectations, report the performance and issues, and coordinate the resources and solutions.
Develop and implement strategies to improve customer satisfaction and retention.

Cross-Functional Collaboration:
Partner with sales, marketing, and product management teams to ensure a cohesive approach to customer support.
Provide technical insights and support during the development of marketing materials and product launches.
Represent the technical support team in cross-functional meetings and projects.

You…
Have a BSc in a Life Sciences subject (or equivalent experience).
Have demonstrable experience in a technical support or customer service role within the life sciences industry, preferably with experience in supporting customers for a reagents or instrument provider.

With essential experience in…
Familiarity with support ticketing systems, CRM software, live chat and other relevant tools.
Analysis and resolution of technical issues.
Customer and stakeholder management (internal and external).
Excellent problem-solving and analytical skills, with the ability to handle complex technical issues.
Outstanding communication and interpersonal skills, with a customer-centric mindset.
Ability to work collaboratively across departments and manage multiple priorities in a fast-paced environment.

…and possibly…
Advanced degree in Biotechnology or Molecular Biology preferred.