Leader, Product Support

Benchling
Boston
Workplace: HybridFull timeUSD 127,000 - 150,000 annuallyFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Coaching","Empathy","Judgment","Crisis communication","Cross-functional collaboration"]

Lead regional product support operations by building and coaching a high-performing support team and owning incident management leadership. Partner with the Incident Center of Excellence to mature processes, coverage, and communication playbooks while analyzing support and incident metrics to drive operational improvements. Drive adoption of AI tools across support workflows, coordinate cross-functionally during customer issues, and represent support at key customer events.

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FursaFursa
Benchling
Benchling
1 day ago

Leader, Product Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead regional product support operations by building and coaching a high-performing support team and owning incident management leadership. Partner with the Incident Center of Excellence to mature processes, coverage, and communication playbooks while analyzing support and incident metrics to drive operational improvements. Drive adoption of AI tools across support workflows, coordinate cross-functionally during customer issues, and represent support at key customer events.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage daily support operations, including strategic resourcing and staffing, and act as first-line contact for regional escalations.
  • •Build team culture and identity through regular meetings, career growth conversations, and continuous development.
  • •Partner with the Incident Center of Excellence to mature incident processes and communications playbooks, and help recruit/train for off-hours coverage.
  • •Analyze incident and support metrics (volume, severity trends, time-to-resolution, and comms timeliness) and report trends to CX leadership.
  • •Drive consistent adoption of AI tools across support workflows and coordinate with product, technical account managers, customer success, and professional services during customer issues and incidents.

Pay and Benefits

Salary: USD 127,000 - 150,000 annually
Equity and Bonus:Equity

Key Requirements

  • •2+ years management experience with 5+ years SaaS support or professional services, including assigning ticket work and managing queues and resources.
  • •Working knowledge of support and incident tooling and best practices for technical support/service environments (e.g., Salesforce, Zendesk, JIRA, PagerDuty).
  • •Strong coaching with empathy and the judgment to prioritize by urgency, severity, and customer health context.
  • •Ability to lead customer-facing crisis communication during live incidents, translating technical root cause into clear customer narratives (RCAs/ISNs).
  • •Enterprise-grade support experience managing high-stakes accounts holistically and building trust with sophisticated customers; bachelor’s degree in a life sciences field recommended.
Experience:SaaSProfessional servicesTechnical supportLife sciences
Education:Bachelor's in life sciences related field
Skills:CoachingEmpathyJudgmentCrisis communicationCross-functional collaboration
Tech Stack:SalesforceZendeskJIRAPagerDuty

Company Brief

Benchling
Provides a cloud-based R&D Cloud and laboratory informatics platform that centralizes scientific data, streamlines experiments, and accelerates biotechnology and life-science research and development for biotech, pharma, and academic teams.
Industry: Biotech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2012
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor