Customer Support Specialist

Job not on LinkedIn

🔥 15 minutes ago

🌐 France, United Kingdom, +1 more countries – Remote

🇫🇷 France – Remote 🇬🇧 United Kingdom – Remote 🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

OWKIN

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🤖 Artificial Intelligence

🧬 Biotechnology

💊 Pharmaceuticals

Artificial Intelligence • Biotechnology • Pharmaceuticals

Owkin is an AI-driven biomedical company building an autonomous “AI Scientist” (K Pro) to automate and support biopharmaceutical R&D and clinical research. Its platform combines advanced machine learning and foundation models trained on a large multimodal patient data network with wet-lab validation and clinical partnerships to generate biological insights, inform clinical trial and patient/population decisions, and accelerate drug discovery and diagnostics. Owkin also incubates diagnostic spinouts and provides tools and services for data partners, model development, and translational research.

📋 Description

• Own incoming tickets during business hours as the first line of support for all K-Pro clients • Triage every ticket, set priority (P1 to P4) and impacted service, and route it to the right team • Follow up on open tickets and escalate early when SLAs are at risk • Communicate clear, timely updates to users and CSMs throughout the ticket lifecycle • Diagnose issues with users by reproducing bugs, checking data and configurations, and providing engineers with actionable reports • Learn K-Pro's features, datasets, login, API access, exports, permissions, and client research questions to resolve issues without escalation • Distinguish scientifically incorrect results from usage questions • Flag critical tickets, recurring issues, and client dissatisfaction signals to Customer Success • Turn ticket patterns into product feedback, documentation updates, or process fixes • Track and report support metrics, including response time, SLA compliance, first-contact resolution, and volume • Own the K-Pro help center and create, update, or remove articles • Convert one-off fixes into reusable client and team answers • Identify opportunities for automation and AI in triage, routing, response drafting, and knowledge retrieval • Work with R&Tech Operations to build, test, and improve support workflows

🎯 Requirements

• Proven technical support or customer support for B2B software, ideally SaaS, with enterprise clients • A track record handling SLA-bound support with demanding customers, and staying calm under pressure • Strong technical curiosity: comfortable with APIs, logs, data and configurations; basic SQL or scripting is a plus • Hands-on experience with AI tooling and building or improving agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), and the judgment to know when automation fits • Excellent written and verbal communication, able to explain technical issues to scientists and to engineers alike • Experience with support tooling such as Zendesk, Linear and PagerDuty, or equivalent • Able to follow runbooks and escalation paths, and to know when to deviate from them • A habit of turning fixes into documentation and patterns into insights • Experience in life sciences, biopharma or another regulated industry is a strong plus • Must be comfortable speaking and writing English on a daily basis and working in an international environment

🏖️ Benefits

• Flexible work organization • Friendly and informal working environment • Opportunity to work with an international team with high technical and scientific backgrounds