Customer Service Representative Jobs

Support CanLab

…as our first Customer Service Representative

CanLab is seeking a Customer Service Representative to support our company’s growth and accelerating product demand.

Customer Service is instrumental to our company’s mission and vision - we have a very high standard for customer satisfaction, retention, and confidence. By addressing any-and-all questions and product concerns, and by communicating professionally and positively, our aim is to elevate every customer’s experience.

Our customers are performing some of the most interesting and innovative research possible today. Our Customer Service is critical in supporting their work.

What's it like working for CanLab?

Jean-François began CanLab more than 8 years ago when he became frustrated with the inconsistent quality of product that other companies were offering. He founded CanLab with just three peptides and a fierce commitment to his products’ integrity. Now CanLab offers over 50 different peptides, still with the same commitment to quality and reliability.

If you join CanLab, you’ll join a small but growing team on the cutting edge of innovation and research. Each member of the team has a wide variety of skills and expertise, united by a joy in learning and curiosity about where this field might go next. A company can’t innovate if they do things the way they’ve always been done, so all new ideas are welcomed and explored. CanLab success depends on the engagement and collaboration of all members of the team, and everyone pitches in where needed.

If you’re interested in helping us, you’ll have the opportunity to:

• Develop high-attention-service communication and negotiation skills.
• Navigate customer service as part of a bigger company picture.
• Work remotely and flexibly to coordinate with a distributed team.
• Support a next-in-class, data-driven, and value-led customer service team.
• Play in a start-up environment - high energy, educational playground.

Our ideal customer service representative ...

• Works remotely, able to manage time with minimal supervision required to stay on track (EST/GMT-5 preferred, N. American time zones required).
• Listens intently, responds mindfully - helping customers to resolve issues smoothly and easily.
• Views customer interactions as opportunities, no matter how challenging.
• Engages with both customers and colleagues to find collaborative solutions to the issues new companies face.

They would be expected to ...

• Assist customers with financial transactions.
• Deliver customers accurate feedback on the progress of their inquiries.
• Maintain accurate records of customer feedback and interactions.
• Answer customers’ questions, concerns, and complaints over various channels - primarily email and phone calls.
• Step into new spaces in the department as the company grows.
• Maintain a positive, empathic, and professional attitude towards customers.

We're looking for someone with ...

• Ambition, curiosity, and a drive to learn and grow.
• 1+ years customer service experience, preferably in a related field. Familiar delivering service via phone or email; Zendesk preferred but not required.
• Proficient computer skills - this is a fully remote, online position.
• The ability to say no to customers - there are some legal requirements that must be followed, and it does mean people might get irritated.
• Outstanding communication skills - verbal and written. Some conversational French required.

Bonus points for experience in any of the following ...

• Customer service management tools like Zendesk or Freshdesk, extra points for being able to build tools and processes within, not just use them as-is.
• Fluent bilingual customer service experience.
• Background or interest in marketing, social media, or business development.
• Experience working remotely or with startups.
• High-attention services, working with expensive or specialized products.
• Biology or chemistry, either in formal schooling or as an interest.