Customer Service Manager Biotech – Abcam Plc – Waltham, MA

  • Freelance
  • Waltham, MA
  • Posted 2 months ago
  • Applications have closed.

Job details
Job Type

Pulled from the full job description

Health insurance
Paid time off
Parental leave

Indeed’s salary guide
  • Not provided by employer
  • $47.4K – $60K a year is Indeed’s estimated salary for this role in Waltham, MA.

Full Job Description
Company Description

From global research discoveries to clinical breakthroughs – our vision is to become the most influential life sciences company for researchers. If you are motivated by making a real impact to people’s life and have a desire to work in a passionate and diverse community, Abcam is the place for you.

Our culture is driven by our dedicated, agile and audacious community of professionals who are driven by a combined purpose and sense of belonging. We’re incredibly proud to be recognised as one of the top 5 best places to work in the UK for two years running, as per Glassdoor’s Employees’ Choice Award.

Job Description

With a growing business comes a need to be even better at serving our customers. As we expand our team to support life scientists across the globe, we now have a new opportunity to lead our US customer facing team.

Abcam Customer Operations has an aspirational strategy supporting a bold transformation agenda. A key underpinning to the strategy is to ensure that the foundational customer service capabilities are expertly and consistently delivered to our customers. Driven by the team’s purpose to help our customers prepare for their unique missions, ensuring they get off to the best possible start, as fast as possible. We need dependable, high-performing talent focused on results to join this effort.

You will need to be comfortable in an environment where change is a constant, at Abcam we are always striving to improve everything we do.

We are looking for an aspiring customer service leader to inspire people and who rise to the challenge to solve problems. You’ll need a passion for continuous improvement, be a first-class communicator and enjoy coaching your team to achieve outstanding performance.

Roles and Responsibilities:

  • Manage the handling of all core customer queries and complaints, ensuring the customer is at the heart of what we do.

  • Partner with the wider Mission Prep (Customer Service) and Mission Acceleration Centre (Order Management) to provide a seamless customer experience.

  • Ensure key KPIs are achieved both at individual and team level (tNPS, response rate, accuracy, daily targets, first contact resolution, Incident Queue Management)

  • Coach and support team members to outstanding performance; regular ongoing feedback, development conversations

  • Play an active role in the management team, identifying areas of improvement and proactive about making changes.

  • Engage and support projects that align with the overall company strategy and improve customer experience

  • Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication and teamwork


You have developed your ability to deliver exceptional customer service in a fast paced environment as a team leader or manager. You are passionate about delivering outstanding Customer Service, both to customers and your team. You have a high level of attention to detail, with an ability to spot errors easily and the ability to spot opportunities for improvement and act on them. Your key focus will be customer satisfaction, driving Net Promoter Score, along with team engagement as you contribute to the Global sales and service teams.

It goes without saying that you will be able to multitask, prioritize and meet deadlines and be a team player. If this sounds like you, apply now!

Additional Information

We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why we offer all kinds of ways to enable you and your loved ones to be well and live well. You can expect;

  • A culture focused on well-being and opportunities for growth and development. We provide a wide range of training opportunities, for both professional and personal development.
  • The freedom to work in a way that works for you, with a focus on maximizing productivity and innovation at work while reducing environmental impact.
  • A performance-based share plan, inspiring and rewarding our people as we deliver Abcam’s strategy.
  • Attractive and flexible benefits package including 18 weeks full paid maternity leave and 6 weeks full paid paternity leave, increased paid time off accrual over time and much more.

We offer a truly inclusive environment where you can bring your whole self to work. This is underpinned by our Employee Resource Groups (ERGs) and our partnerships with WORK180 (endorsed employer for women) and MyGwork (LGBT+ professional community). All our positions are open as a Job Share, where two talented professionals can share the responsibility of a full time position. You can declare your interest in a job share role within the application form.

Abcam is an Equal Opportunity Employer and makes all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.

If you’re interested in this particular role then we’d love to read your application.

Effective January 1, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Abcam. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

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