Leader, Product Support
Hybrid (Boston, MA)$127k - $150kFull-timePosted 3w ago
About the role
The Support Team Leader will lead the customer support presence, scale a high-performing regional team, own incident management leadership, and drive a modern, AI-enabled Support organization through enterprise-grade practices and thoughtful AI adoption.
Responsibilities
- 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).
Qualifications
- 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.
Skills
Required:Leadership and people managementIncident management and crisis communication
Nice to have:Customer-facing crisis communicationAI adoption in support workflows
Benefits
- comprehensive benefits program including equity, health, dental, vision, 401(k)+ employer match, wellness, commuter, and more
Last updated Oct 1, 2026. Interested? Apply on the company site.
About Benchling
Cloud-based platform for biotech R&D | Benchling
Benchling is a cloud-based platform for biotechnology research and development and the only biology-first platform for scientific data, collaboration, and insights.
BioresearchBioprocessIn VivoConnectGene therapyCell therapyAntibodies and proteinsRNA therapeutics
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