Twist Bioscience
VP, Global Support
USA - South San Francisco, CA · Vp
Sponsorship not specified$281k-$320kDetected 15 days ago
SalesforceSalesLogisticsCustomer SuccessCustomer SupportBioinformaticsMolecular BiologyNGSMedical DevicesResearchLeadership
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odds of building a lasting career here
59Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Green-card filing pattern in this occupation
Context, not a finding about this posting: of this employer's 3 green-card filings in this occupation, 100% were for a worker who already held the job.
Files H-1B transfers
4 transfer filings in the last year, covering 4 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
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About the role
- You will make it easy for every customer, in every region and through every channel, to get fast, expert help on any Twist product.
- San Francisco Bay Area Pay Range $281,000 - $320,000 USD
Responsibilities
- Customer-centric culture: Champion a customer-centric mindset across Global Support and throughout Twist. Make sure the customer's needs, experience and success guide every process, policy and decision, and model that behavior every day.
- Scalable operations: Design support processes, staffing models and tiered escalation paths that grow with volume and new products without sacrificing quality.
- Segment-tailored service: Adjust support models for different customer types, such as pharma/biotech, academic and government, clinical and diagnostic labs, and high-volume e-commerce users. This includes dedicated support for strategic accounts.
- Partner and distributor support: Build support programs, training and escalation paths for distributors and channel partners in regions served through them.
- Scientific technical support: Ensure the team has deep, current expertise across synthetic biology (genes, oligos, clonal genes), NGS workflows (target enrichment, library prep, panels) and biopharma products and services.
- New product readiness: Work with Sales Enablement, Product Management and R&D so support teams are trained, documented and staffed before each product launch.
- Voice of the customer: Turn support data and customer feedback into clear insights for the executive, product, operations and quality teams, and drive root-cause fixes that reduce repeat issues.
- Regional leadership: Lead and develop managers in the Americas, EMEA and APAC, balancing global standards with local language, time zone, cultural and regulatory needs.
- Team and talent: Recruit, coach and retain a high-performing, diverse organization of support specialists and PhD-level scientists, with clear career paths and training.
- KPIs and dashboards: Set and report on service metrics (CSAT, NPS, first-contact resolution, response and resolution times, backlog, self-service deflection) and use them to drive continuous improvement.
Requirements
- Experience supporting a broad, technical, multi-product portfolio across diverse customer segments.
- A track record of measurably improving customer satisfaction, resolution times and retention using data and analytics.
- Strong technical knowledge of molecular biology, synthetic biology and/or NGS (e.g., gene assembly, cloning, library preparation, sequencing).
- Experience working within a quality management system (e.g., ISO 9001 / ISO 13485) and customer complaint processes.
- Bachelor's degree in Biology, Biochemistry, Chemistry, Engineering or a related field.
- PhD or other advanced degree in a life science discipline.
- Experience in a high-growth public company.
- Required
- 15+ years of progressive experience in customer-facing roles, including 8+ years leading customer support, technical support or customer experience organizations, ideally in life sciences tools, genomics or biotech.
- Proven track record leading global, multi-region support teams across time zones, including managers of managers.
- Hands-on experience building and scaling omnichannel support, including digital self-service, knowledge management and support automation or AI tools.
- A customer-centric approach, shown by a track record of championing the customer's perspective, advocating for customers internally, and building customer-centric cultures.
- Preferred
- Experience supporting clinical or diagnostic customers.
- Background in order management, logistics and e-commerce operations.
Skills
- Above all, you are customer centric:
Compensation
- San Francisco Bay Area Pay Range
Benefits
- Vision and strategy
- Global support vision: Define and carry out a multi-year strategy that makes Global Support a competitive advantage for Twist and delivers a consistent, concierge-level experience across the full product portfolio.
Company info
- Seamless handoffs: Partner with Sales, Field Application Scientists, Customer Success and Marketing so customers move smoothly from purchase to onboarding, adoption and ongoing use.
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This listing is sourced directly from Twist Bioscience's careers page and normalized into a canonical job model.