Customer Experience Specialist II (Biotech)

Location: Remote, based in Manassas, Virginia, United States

Salary: $50,000–$60,000 annually, with potential incentive compensation, merit increases, and a corporate bonus program.

Company

hirify.global is a private nonprofit biological resource center and standards organization providing authenticated biological materials, research services, and scientific resources for life science, biotechnology, drug discovery, medicine, and public health.

What you will do

• Respond to customer inquiries through phone, email, chat, and web channels, provide website assistance, and escalate complex issues when needed.
• Process international sales orders, permits, shipping coordination, tracking requests, cancellations, and credit or debit activities.
• Resolve complex and high-priority customer issues through critical thinking and sound decision-making.
• Provide basic product information using available resources and documentation.
• Document customer interactions and inquiries accurately in CRM systems to support reporting and trend identification.
• Deliver professional, empathetic customer service while meeting quality and productivity expectations.

Requirements

• High school diploma and at least two years of experience.
• Experience supporting customer service operations and managing inquiries across multiple communication channels.
• Strong critical thinking, problem-solving, decision-making, verbal, and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Experience documenting customer interactions and maintaining CRM records.
• Must be based in Manassas, Virginia, United States, while working remotely.

Nice to have

• Familiarity with global shipping processes, permits, and international order fulfillment.

Culture & Benefits

• Mission-focused nonprofit supporting life science research, global public health, and scientific discovery.
• Comprehensive medical coverage, company-paid life and disability insurance, AD&D coverage, and paid parental leave.
• Paid holidays, PTO, fitness and cell phone subsidies, legal services, pet insurance, and supplemental coverage.
• Employee Assistance Program with around-the-clock counseling.
• Retirement plans including a 401(a) employer contribution and 403(b) matching.
• Career advancement opportunities, recognition and rewards, and participation in a corporate bonus program.