Product Support Leader - Remote

Overview

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.

In Short

• Manage daily operations of customer support
• Address customer support escalations
• Monitor and report on support metrics
• Create and lead internal projects
• Collaborate with internal teams
• Ensure documentation of product knowledge
• Participate in customer visits and events

Requirements

• 5+ years experience in customer support/service
• Knowledge of support industry best practices
• Experience in SaaS support
• Bachelor's degree in life sciences recommended
• Excellent communication skills
• Superior customer service skills
• Ability to analyze and resolve complex problems
• Flexible and able to adjust to new demands

Benefits

• Competitive salary and equity
• Medical, dental, and vision plans
• Fertility healthcare benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits and home office stipend
• Mental health benefits
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Sabbaticals for anniversaries