Labster is a next-generation education company who provides top universities and their leading faculties with virtual scientifically advanced laboratories. In that way Labster aspires to help students around the world in improving their skills in a scientific laboratory and eventually create innovative solutions for the challenges the scientific world faces. The labs are being used by Harvard, MIT, Exeter University, Stanford, University of New England, Trinity College, University of Hong Kong and Berkeley among many others internationally.

Labster is a company dedicated to developing fully interactive lab simulations based on mathematical algorithms that support open-ended investigations and combining these with gamification elements such as an immersive 3D universe, story-telling and a scoring system which stimulates students natural curiosity and highlights the connection between science and the real-world. A recent study published in Nature Biotechnology showed a 76% increase in learning outcomes when using Labster compared to normal teaching (Bonde et al. 2014).

By innovating science education, Labster will empower the next generation of scientists to change the world, by providing engaging online education that increases learning and engagement. We believe that a collaborative, motivational working environment is the key to innovation. With a diverse staff throughout our offices in Copenhagen, Denmark and Bali, Indonesia, our company culture is one of leadership, contribution, and integrity.

Customer Success Specialist
As Customer Success Specialist you are the service link between Labster and the universities. With focus on quality, efficiency and solutions, you will ensure that all Labster’s customers experience world-class service and support.

The following competencies and behavioural skills are required:

• Ability to communicate technical solutions for non-technical customers or users (all technical knowledge will be learned in the on-boarding process)
• Customer service skills on a high level
• Ability to handle simple and complex questions and processes
• Ability to work in a team and to participate actively in a learning and development culture
• Quick to adopt new ideas and highly adaptable learning style
• Fluent in English both written and oral

Essential duties and responsibilities:

• Handle customer support tickets via correct channel (e-mail, skype, phone etc.)
• Help on-board new customers and users in test phases or implementation phases
• Develop and up-date FAQ, manuals etc. to empower new customers and users
• Support the sales team when the sales process is going into testing and implementation phase
• Initiate root-cause analysis to ensure feedback loop for the sales or product development teams
• Single point of contact between the customers and the product development teams in Bali

Labster offers you:

• Being part of and influencing a successful rapid growth business
• Flexible working hours
• Attractive salary package

Start date: Preferably 1st January 2016