Benchling

Benchling

Leader, Product Support

Boston, MA · Mid

Sponsorship not specifiedDetected 28 days ago
Agentic AIJiraSalesforceCustomer SuccessCustomer SupportZendeskResearchLeadershipCommunicationCollaboration

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Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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Files H-1B transfers

4 transfer filings in the last year, covering 4 workers. Median labor-condition decision: 8 days. An employer that already files transfers is one that can take over an existing H-1B.

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About the role

  • This leader will also be a key incident leader, comfortable stepping in as the owner during a live, customer-impacting incident, driving cross-functional coordination, and being accountable for the customer communications that follow.
  • adopting AI across day-to-day workflows and designing processes that enhance the customer and team experience.
  • We're looking for someone who sees people leadership, incident readiness, and operational efficiency as one connected job.

Responsibilities

  • Manage the daily support operations, including strategic resourcing and staffing, and serve as a first-line contact for regional escalations, while deeply understanding scientist pain points.
  • Build team culture and identity: run regular team meetings, celebrate wins and milestones, invest in career growth conversations, and develop a team where people feel supported and excited to grow.
  • Analyze incident and support metrics (volume, severity trends, time-to-resolution, comms timeliness) to inform staffing and process decisions, and report trends to CX leadership.
  • Drive consistent, effective adoption of AI tools across support workflows, piloting opportunities to reduce ticket-handling time, surface account context automatically, and free up Product Support Analyst time for higher-value work.
  • Collaborate with Build, Product, Technical Account Managers, Customer Success, and Professional Services to coordinate on customer issues and incidents, and ensure the team keeps help content and product knowledge current.
  • Represent support at customer-facing events as needed (customer visits, bootcamps, Benchtalk, conferences).
  • The Support Team Leader will lead our customer support presence in close collaboration with our Global Support Leadership Team and our CX Leadership Team.
  • This role combines growing a high-performing regional support team, owning incident management leadership, and helping scale a modern, efficient Support organization through Enterprise-grade practices and thoughtful AI adoption.
  • We need leaders who are excited by innovation, and who can help us build and scale our global support strategy
  • We need leaders who are excited by innovation, and who can help us build and scale our global support strategy; adopting AI across day-to-day workflows and designing processes that enhance the customer and team experience.

Requirements

  • Experienced leader with a track record of building and developing a team, with 2+ years management experience and 5+ years SaaS support or professional services - or demonstrated leadership, with experience assigning ticket work and managing queues and resources.
  • Working knowledge of support and incident tooling and industry best practices for world class customer service in technical support/services environment (e.g. Salesforce, Zendesk, JIRA, PagerDuty, or equivalent incident and support systems).
  • Coaches with empathy and exercises judgment prioritizing issues by urgency, severity, and customer health context.
  • Skilled in, or has strong aptitude for, customer-facing crisis communication:knowing what to say, when, and to whom during a live incident, and how to translate technical root cause into clear customer-facing narratives (RCAs/ISNs).
  • Experience with Enterprise-grade support: managing high-stakes accounts holistically, building trust with sophisticated customers, and thinking beyond individual ticket resolution.
  • Genuine enthusiasm for using AI in support, ideally with hands-on experience piloting or driving adoption.
  • Strong communicator and customer advocate - empathetic, resourceful, and detail-oriented, with excellent written and verbal skills across departments, remote teams, and external stakeholders. Comfortable working independently, adapting quickly to new demands, and solving complex problems with a strong sense of urgency and bias toward action.
  • We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).
  • Benchling welcomes everyone.
  • We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.

Nice to have

  • Bachelor's degree in a life sciences related field is recommended (biology, microbiology, genetics, biotechnology, neurology, etc.) - direct research or lab experience is a big plus.
  • Comfortable working independently, adapting quickly to new demands, and solving complex problems with a strong sense of urgency and bias toward action.

Skills

  • When a breakthrough is delayed, the world waits.
  • Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps.
  • AI has the potential to change this, compressing decades of R&D work into years.
  • But that only happens when clean, structured scientific data and AI are built into how science gets done.
  • Benchling is the AI platform for biotech R&D.

Company info

  • Partner with the Incident Center of Excellence (CoE) to mature the incident process (post-incident reviews, closing CoE action items, formalizing communication playbooks and severity-based response criteria), and help build and run a sustainable off-hours coverage model - recruiting, training, and personally rotating in as an escalation responder.
  • We're looking for a leader who approaches Support from the lens of holistic customer lifecycle ownership and is excited to recruit, coach, and grow a team.
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