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Leader, Product Support

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Benchling

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Location:
United States , San Francisco

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

127500.00 - 172500.00 USD / Year
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Job Description:

The Product Support Leader will lead our West Coast customer support team in close collaboration with our Global Support Leadership Team and Customer Experience Leadership Team. This is a hands-on leadership role responsible for delivering excellent technical support to Benchling's customers — including a growing portfolio of enterprise pharmaceutical companies operating in regulated, GxP environments — while developing a high-performing team and contributing to the evolution of our global support strategy.

Job Responsibility:

  • Develop, coach, and grow a team of support professionals — setting clear expectations, providing regular feedback, managing performance, and investing in career development aligned with Benchling's 'Recruit and develop the best' principle
  • Build team capabilities to support Benchling's expanding product surface, including AI agents, predictive models, and new automation features that are rapidly becoming part of scientists' daily workflows
  • Ensure the team continuously documents and updates product knowledge in help articles and internal knowledge bases, including emerging AI product capabilities
  • Own the daily operations of West Coast customer support, including strategic resourcing, queue management, and capacity planning to deliver consistent, high-quality service across all customer segments
  • Own and report on support metrics and KPIs (volume, case trending, resolution time, CSAT), using data to drive decisions and building influence through voice-of-customer insights shared with Product, Engineering, and CX leadership
  • Lead and drive process improvement initiatives with measurable outcomes — identifying gaps, proposing solutions, and executing changes that elevate the customer support experience
  • Serve as the primary escalation point for West Coast customers, deeply understanding scientist pain points and ensuring timely, high-quality resolution in partnership with Engineering, Product, and CX teams
  • Collaborate cross-functionally with Customer Success, Professional Services, Account Management, Product, Engineering, and delivery partners (including Zifo) to coordinate on customer issues through resolution
  • Partner with the Head of Support to shape and execute the support strategy, contributing insights on process improvement, tooling, team structure, and enterprise readiness
  • Represent Support in customer visits, meetings, conferences, QBRs, and marketing events as a credible, customer-facing leader

Requirements:

  • 5+ years of experience in technical customer support, professional services, or a related customer-facing role in B2B software, ideally SaaS
  • 2+ years of people management experience, with a demonstrated track record of building, coaching, and developing high-performing support teams
  • Proven ability to manage customer escalations with composure, empathy, and a bias toward resolution — including experience representing your organization in live customer conversations
  • Strong operational skills: experience managing ticket queues, resourcing, prioritization frameworks, and SLA-driven environments using tools like Salesforce, Zendesk, JIRA, or similar platforms
  • Excellent judgment in prioritizing customer issues based on urgency, severity, and business context (e.g., customer health, contract value, renewal timing)
  • Strong written and verbal communication skills — able to communicate clearly and credibly across functions, levels, and geographies, including with customers, account teams, and engineering partners
  • Experience with cross-functional collaboration in a post-sales environment, including working with Customer Success, Professional Services, and Engineering teams
  • Demonstrated ability to analyze complex problems, identify root causes, and drive systemic improvements
  • Flexible, action-oriented, and comfortable operating independently in a fast-paced, evolving environment

Nice to have:

  • Bachelor's degree in a life sciences field (biology, microbiology, genetics, biotechnology, etc.) — direct research or lab experience is a significant plus
  • Experience supporting enterprise customers, particularly in regulated industries (pharma, biotech, GxP environments) where platform reliability and compliance have direct business and patient-safety implications
  • Experience supporting products through major capability expansions, such as AI/ML feature launches or platform shifts that require building new team expertise rapidly
  • Experience working with outsourced or partner-delivered support teams
  • Familiarity with knowledge management practices and help center content strategy
What we offer:
  • Equity
  • Health
  • Dental
  • Vision
  • 401(k)+ employer match
  • Wellness
  • Commuter

Additional Information:

Job Posted:
March 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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