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Benchling is an AI platform for biotech R&D used by over 200,000 scientists globally, including major biopharma companies like Sanofi and Moderna. The company is rebuilding biotech for the AI era by combining clean, structured scientific data with AI agents and models integrated into research workflows.
The Leader, Product Support will lead the regional customer support team in close collaboration with Global Support Leadership and CX Leadership. This role combines team building and people development with incident management leadership and organizational scaling through enterprise-grade practices and thoughtful AI adoption.
Key responsibilities include:
- Managing daily support operations, including strategic resourcing, staffing, and serving as first-line contact for regional escalations while understanding scientist pain points
- Building team culture through regular meetings, celebrating wins, and investing in career growth conversations
- Partnering with the Incident Center of Excellence to mature incident processes, including post-incident reviews, communication playbooks, and sustainable off-hours coverage models
- Analyzing incident and support metrics (volume, severity, time-to-resolution, communication timeliness) to inform staffing and process decisions
- Driving AI tool adoption across support workflows to reduce ticket-handling time, surface account context, and free up analyst time for higher-value work
- Collaborating with Build, Product, Technical Account Managers, Customer Success, and Professional Services on customer issues and incident coordination
- Representing support at customer-facing events including customer visits, bootcamps, and conferences
The role requires a steady, credible presence with customers and internal partners who can help the team flourish professionally and technically while achieving company goals. The leader will be a key incident owner, comfortable stepping in during live customer-impacting incidents, driving cross-functional coordination, and owning customer communications.
Qualifications:
- 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 (Salesforce, Zendesk, JIRA, PagerDuty, or equivalent) and industry best practices for technical support in enterprise environments
- Coaching skills with empathy; ability to prioritize issues by urgency, severity, and customer health context
- Strong customer-facing crisis communication skills: knowing what to say, when, and to whom during live incidents; ability 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, thinking beyond individual ticket resolution
- Genuine enthusiasm for using AI in support, ideally with hands-on experience piloting or driving adoption
- Bachelor's degree in a life sciences related field recommended (biology, microbiology, genetics, biotechnology, neurology, etc.); direct research or lab experience is a plus
- Strong communicator and customer advocate; empathetic, resourceful, detail-oriented with excellent written and verbal skills across departments, remote teams, and external stakeholders; comfortable working independently, adapting quickly, and solving complex problems with urgency and bias toward action
