[Remote] Customer Support Representative - AMER

Note: The job is a remote job and is open to candidates in USA. Twist Bioscience is a leading biotech company that focuses on DNA synthesis. They are seeking passionate customer support representatives to deliver exceptional support to customers engaged in genetics research, ensuring high satisfaction and loyalty. Responsibilities Respond to and resolve product, service and order inquiries and problems via email, chat and phone by: identifying the cause of the problem, collaborating with other stakeholders to develop a solution, presenting the solution to the customer, following up to ensure the customer is completely satisfied Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist’s product line to process Provide information and guidance to help customers: decide which product to buy, navigate and use our ecommerce website, understand the status of their order Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders Generate sales quotes for sales reps within Salesforce quote to cash system Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures Skills Bachelor's degree, preferably in life sciences or related field 1-2 years work experience in biotech industry 2+ years customer-facing experience Excellent verbal and written communication skills Attention to detail Able to multi-task, prioritize, and manage time effectively Strong computer skills, familiarity with G-Suite, preferably including Salesforce Flexible work hours are preferred; will be supporting different time zones Benefits Bonus Equity Generous benefits package Company Overview Twist Bioscience is a biotechnology company that offers synthetic DNA solutions, gene synthesis, and variant libraries. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Twist Bioscience has a track record of offering H1B sponsorships, with 18 in 2025, 14 in 2024, 22 in 2023, 19 in 2022, 4 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.