Member of Technical Staff - Customer Operations

Instance is producing synthetic DNA at the scale of AI to unlock the next biological product revolution.

AI is generating the largest trove of biological product candidate molecules in history. Instance DNA Synthesis is the first and only product that enables these candidates to enter the physically testable world at scale, and it is the essential ingredient for AI to realize it’s full impact in biological product development.

Role Overview:

We’re looking for an exceptional individual to bootstrap customer operations at Instance. This individual is a force for continuous improvement integrating across customer experience and manufacturing operations, scaling our product with the highest empathy for the customer. This individual should be fluent in building and scaling from scratch and working cross functionally with engineering teams to featurize and automate.

Key Responsibilities:

• Build infrastructure for support requests and a delightful customer experience, and establish metrics for this

• Interface with customers as a technical expert to build product empathy for their experience ordering and consuming Instance DNA

• Develop and scale production planning working in close collaboration with engineering team to automate away toil

• Evaluate and deploy off the shelf tools (e.g. google sheets, Airtable, Re-tool, CRM, Zendesk, Notion, etc) to scale our customer experience and manufacturing processes

• Develop framework to address technical scientific questions regarding product use

• Spearhead development of technical protocols and documentation to continuously grow the utility and impact of Instance DNA for customers

• Evaluate opportunities to pair our product with other reagents to facilitate customer utility

• Work cross-functionally with engineering to prioritize and implement strategic features and integrations that will generally augment your impact

• Work cross-functionally to define key CustomerOps success metrics that are integrated into the shared company data warehouse and analytics solutions

• Be the voice of the customer within Instance and play a key role prioritizing new product feature development

Required Qualifications:

• 8-10 years industry experience in a technical customer success, technical program management or similar role

• Extensive experience (PhD preferred) in molecular biology or related field

• Exceptional written and verbal technical communication skills

• A strong desire to automate and scale your work

• Prior experience prioritizing feature roadmaps with cross-functional engineering teams

Nice to have:

• Experience with continuous product improvement and agile manufacturing