Description 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. 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.
Join our fast‑growing biotech startup as our second hire in our Customer Experience team and our first UK‑based Customer Service Specialist! You’ll support a thriving community of scientists across the UK and Europe—and play a pivotal role in fine‑tuning our operational workflows and customer‑experience processes as we scale for growth.
Deliver first‑class support on orders, delivery timelines, stock, documentation, quotations—and anything else our scientists need.
Develop and optimize customer‑service tools, processes, and dashboards; Coordinate order processing and logistics to guarantee a smooth, end‑to‑end experience
Handle escalations with empathy, professionalism, and creative problem solving
This role follows a hybrid working model, with minimum 3 days per week in our Cambridge office and up to 2 days from home
Experience: 3-5 years in customer service or operations - biotech or life‑sciences background a strong plus.
Comfort with Salesforce, IFS, CRMs/ERPs, and a knack for learning new systems quickly.
Able to juggle multiple priorities in a dynamic environment and thrive with minimal supervision.
Clear, concise writing and speaking skills; International support experience and familiarity with research-lab products.
In addition to competitive salaries, we offer a range of benefits including:
~ Company bonus scheme of 5%
~ Life insurance
~ Private medical insurance and cash plan
~25 days' annual leave + Bank Holidays
~ Enhanced employer's pension contributions
~ Enhanced maternity and paternity Leave
~ Investment in professional development and learning
~ Fresh fruit, tea, coffee, and snacks in the office
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