Product Support Leader, Benchling
$127-150k
Offers equity
More information about location
3 days a week in office
Cloud-based platform for biotech R&D
Be an early applicant
Cloud-based platform for biotech R&D
501-1000 employees
Be an early applicant
$127-150k
Offers equity
More information about location
3 days a week in office
501-1000 employees
Company mission
To unlock the power of biotechnology.
Role
Who you are
- 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
- The right person will be a steady, credible presence with customers and internal partners and will be someone who can help the team flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
- 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
- We're looking for someone who sees people leadership, incident readiness, and operational efficiency as one connected job
- 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
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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)
Our take
As the pioneer of the R&D Cloud, Benchling offers a cloud-based informatics platform tailored for biotechnology. Its platform enables scientists across the globe to make breakthrough discoveries and bring next-gen biotechnology to market.
There’s a sincerity and consciousness to Benchling’s approach that stands out. This has led to the company being adopted by over 200,000 scientists from 1,000+ companies and 7,500 academic and research institutions globally (including 23andMe, Moderna, and the U.S. Department of Defense).
The rapidly advancing Biotechnology industry was at the forefront of the so-called “fourth industrial revolution”, with the industry driving $2 to $4 trillion per year of economic impact over the next 20 years.
Benchling has put itself in a position of immense value within the industry with its expanding offerings. And now, off the back of over $400 million in total funding, the company is seeing accelerated growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2021
$100m
SERIES F
Apr 2021
$200m
SERIES E
Total funding: $411.2m
Company benefits
- Competitive salary and equity
- Robust healthcare benefits
- Family-forming benefits
- Four months of fully paid parental leave
- Retirement benefits
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Sajith Wickramasekara
(Co-Founder & CEO)Sajith studied at MIT before spending 2 years as a Research Assistant at Duke University Medical Centre and Liquidia Technologies. They used this biotechnology understanding to found Benchling in June 2012, serving as CEO since.
Ashu Singhal
(Co-Founder & President)They previously co-founded Hotspots.io which was later acquired by Twitter in 2012. After this, became Staff Software Engineer at Twitter for 2 years, leaving to co-found Benchling.
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