Customer Experience Specialist I (Life Science)

Location: Remote role based in Manassas, Virginia, United States, with site visits required up to one day per quarter. Second-shift schedule: 10:30 AM–7:00 PM ET.

Salary: $45,000–$50,000 annually, plus potential incentive compensation, merit increases, and a corporate bonus program.

Company

hirify.global is a nonprofit organization providing authenticated biological materials and scientific resources that support life science research and global public health.

What you will do

• Respond to domestic customer inquiries through phone, email, website contact forms, and chat.
• Process orders through phone, email, website, robotic process automation, and eProcurement channels.
• Support distribution activities, including permits, shipping, order tracking, accounts, cancellations, and credits or debits.
• Provide basic product information using product documentation, website resources, scripts, and training materials.
• Document customer inquiries and issues to support data reviews and product or process improvements.
• Escalate complex orders and inquiries to Customer Experience Specialist III.

Requirements

• High school diploma and one year of experience, or equivalent experience.
• Excellent verbal and written communication skills, professionalism, empathy, and attention to detail.
• Experience or familiarity with customer service, CRM, ERP, phone systems, email, and chat.
• Ability to solve problems, manage multiple tasks, prioritize work, and follow established quality and issue-resolution procedures.
• Ability to work collaboratively with cross-functional teams and escalate complex inquiries when needed.
• Ability to work the 10:30 AM–7:00 PM ET second shift and attend site visits in Manassas up to one day per quarter.

Culture & Benefits

• Mission-focused nonprofit work supporting scientific research and public health.
• Medical coverage, company-paid life insurance, disability insurance, and AD&D coverage.
• Paid holidays, PTO, fitness and cell phone subsidies, and an employee assistance program.
• 401(a) retirement plan with a 6% employer contribution and 403(b) plan with a 2% match.
• Career advancement opportunities, recognition, rewards, and a corporate bonus program.