Customer Success Specialist

Position: Customer Success Specialist

Position Type: Full-Time Employee

Location: Onsite, Cape Town, South Africa

Experience: Bachelors required preferred. Minimum of 4 years related experience

Watchmaker Genomics is a global life science company based in Boulder, Colorado with an R&D and Production facility in Cape Town, South Africa. Our team is passionate about innovation and values collaboration, creativity, and scientific rigor. 

We believe that the intersection of biology, engineering, and computer science presents exciting opportunities for developing novel technologies that promote research and improve human health. Watchmaker Genomics specializes in the design, development, and production of DNA- and RNA-modifying enzymes that enable high-growth applications in genomics, molecular diagnostics, and personalized medicine.

Watchmaker is inviting applications for the full-time position of Customer Success Specialist. 

This position will be responsible for processing and tracking customer orders, managing customer account updates, and responding to inquiries in a professional manner. This individual will be accountable for ensuring customer orders and inquiries are resolved quickly and will help manage customer expectations.

The successful candidate will thrive in a dynamic, fast-paced working environment and contribute directly to our company culture and success. 

Responsibilities

• Process orders and sample requests while adhering to timelines for the acknowledgement of orders and supplying order details back to the customer.
• Able to change priorities during the work day to focus on the most important issue/order/request quickly.
• Develop working relationships with the Commercial team, Production, Finance and Logistics to ensure ship dates communicated to the customer can be met. 
• Prioritize projects and creation of sales orders to address urgent issues and orders first. 
• Promptly responding to customer queries via email, live chat, video and phone channels.
• Immediately escalating complaints or issues to the appropriate levels of management and quality.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Maintaining a polite, helpful, and professional manner at all times.
• Maintaining basic level product knowledge to be able to understand kit configurations and alternatives. 

Respecting client confidentiality at all times.

Please note:  The above responsibilities are not exhaustive and other similar duties may be required from time to time.

Skills and Requirements

The candidate should have a Bachelor's in business or related field, with at least four years of relevant customer service experience.

The following skills and experience are requirements for the position:

• Practical experience with Salesforce (or similar CRM)  and ERP systems preferred.
• Previous experience in a customer service role.
• Sound judgment and excellent problem-solving skills.
• A positive attitude and the ability to build relationships with clients.
• The flexibility to work irregular hours, when required.
• Superb written and verbal communication skills.

Education & Experience

• Bachelors in related function required
• Minimum of 4 years related experience

Application Requirements 

To apply for the position, please submit the following in a PDF format on watchmakergenomics.com: 

• Letter of motivation (upload where it says cover letter)
• Resume or Curriculum vitae, highlighting relevant qualifications and experience

Applications without a Letter of Motivation will not be considered. Applicants must be South African or be eligible to work in South Africa and already possess the necessary work permits or visas, or be able to obtain them before responding to this vacancy.

To ensure your application is considered, please submit it by 23 October 2026. Please note that this position may close earlier if we receive a high volume of applications. We encourage you to apply as soon as possible.

If selected to participate in the interview process, the names and contact information of three professional references who are able to assess your suitability for the position in terms of the specified requirements will be requested. We will also request a current pay slip.

NO RECRUITMENT AGENCIES PLEASE

We are only accepting direct applications for this position. We are not working with external recruiters or agencies at this time. Unsolicited resumes or candidate submissions from third-party recruiters will not be considered and will be deemed the property of Watchmaker Genomics

SOUTH AFRICA - WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Watchmaker Genomics is committed to being an equal opportunity employer and creating a culturally diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics as protected by applicable law.

All applicants will be asked if they are currently eligible to work in South Africa.  South African citizens are preferred.

This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable laws.