Twist Bioscience is hiring a Customer Support Representative to deliver concierge-level, “white glove” support to biotech customers doing cutting-edge genetics research. You’ll handle inquiries across email, chat, and phone, keep orders moving smoothly, and support sales teams with quotes and order processing. The goal is high customer satisfaction, loyalty, and a premium brand experience.
About Twist Bioscience
Twist “writes” DNA using a silicon-based DNA synthesis platform, supporting work across healthcare, agriculture, industrial chemicals, and data storage. They position themselves as enabling the next phase of genomics by making DNA writing precise and scalable.
Schedule
- Remote (USA)
- Flexible hours preferred; supporting multiple time zones
- Two shift options: Mon–Fri 6:00am–3:00pm or 8:00am–5:00pm
- Plus flexible weekend shifts
What You’ll Do
- Resolve product, service, and order issues via email, chat, and phone by diagnosing root cause, coordinating solutions, communicating clearly, and following up to full resolution
- Process customer and sales purchase orders (entering and validating details; resolving errors fast)
- Guide customers on what to buy, how to use the ecommerce site, and where their order is in the pipeline
- Proactively monitor key account orders and share updates with internal stakeholders
- Generate sales quotes for reps inside Salesforce (quote-to-cash flow)
- Follow QMS/ISMS standards to meet regulatory, customer, and internal requirements
What You Need
- Bachelor’s degree (life sciences preferred)
- 1–2 years in the biotech industry
- 2+ years in a customer-facing role
- Strong written/verbal communication and attention to detail
- Able to multitask, prioritize, and manage time well
- Strong computer skills; familiarity with G-Suite; Salesforce preferred
Benefits
- Bonus, equity, and “generous benefits package” (details not listed)
Compensation
- California (SF Bay Area) base pay range: $60,000–$80,000
One real talk note: this is not “light” customer service. It’s high-touch support in a technical environment with order complexity, compliance standards, and Salesforce workflows. If you don’t have biotech exposure, your angle has to be “I learn technical products fast, I’m obsessive about accuracy, and I keep customers calm while I coordinate internally.”
Happy Hunting,
~Two Chicks…