Product Support Leader, Benchling
$118-160k
Plus equity
3 days a week in office
Cloud-based platform for biotech R&D
Job no longer available
Cloud-based platform for biotech R&D
501-1000 employees
Job no longer available
$118-160k
Plus equity
3 days a week in office
501-1000 employees
Company mission
To unlock the power of biotechnology and empower their global customers to get to milestones & market faster.
Role
Who you are
- A great “people” person who is excited to work with a growing team, working initially as a coach/player providing support and leading a regional support team, helping them flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
- A collaborator who will work closely with Account Executives, Customer Success Managers and CX leaders to ensure customers receive top quality consistent customer service
- Experienced leader with a track record of building and supporting a team in pursuit of great results and professional development with at least 2 years of management experience and 5+ years experience ideally in software customer support, professional services
- Working knowledge of support industry best practices for world class customer service in technical support/services environment - particularly Salesforce, Zendesk, JIRA, or other support system
- This is a great role for an experienced leader who has demonstrated success leading and coaching teams with empathy, managing team workloads and prioritizing customer issues based on urgency and severity including understanding context such as customer health status
- 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
- Excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company
- Superior customer service skills – the ability to be empathetic, accurate, resourceful, conscientious and with a sense of urgency
- Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information
- Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action, and comfortable to work independently
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
- Benchling has been rapidly expanding our customer experience organization to meet the needs of the future
- We need leaders who are excited by innovation, and who can help us build and scale our global support strategy
- Responsibilities include building (recruiting and hiring) then scaling our team, playing a pivotal role in the ongoing buildout of key systems and processes, and ensuring consistent and high quality communications internally and with customers
- Manage the daily operations of customer support providing excellence in service to all customers, including strategic resourcing and planning
- Be the first line contact to address customer support escalations in the West region, while deeply understanding scientist pain points
- Monitor and report on metrics and key performance indicators around support volume and case trending, building influence with voice of the user/customer insights
- Create and lead medium to high complexity internal projects to continuously improve Support processes and elevate our customer’s Support experience
- Collaborate with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and partners) to coordinate on customer issues through resolution
- Ensure the team continuously documents and updates changing product knowledge in help articles
- Occasionally participate in customer visits, meetings, conferences, and other marketing events (Benchling Bootcamps, Benchtalk, etc)
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. 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
Company
Funding (last 2 of 8 rounds)
Nov 2021
$100m
SERIES F
Apr 2021
$200m
SERIES E
Total funding: $411.9m
Company benefits
- 4 months paid parental leave
- 401k plan
- Pre-tax commuter benefits
- Flexible paid time off
- Work from home opportunities
- 100% premiums covered for health, dental, & vision
- Fertility healthcare and family-forming benefits
Company values
- Constant Curiosity - Like the scientists we serve, we approach life with a sense of constant curiosity
- Scientist First - We’re relentlessly focused on taking a scientist-first approach
- Impact Driven - We commit our time, energy, and resources to efforts that will drive maximum impact
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Sajith Wickramasekara
(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
(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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