Leader, Product Support

Benchling is the AI platform for biotech R&D, helping scientists design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists trust Benchling, including teams at Sanofi and Moderna.

The Support Team Leader will lead our customer support presence in close collaboration with our Global Support Leadership Team and 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.

• Manage daily support operations, including strategic resourcing and staffing, and serve as a first-line contact for regional escalations.
• Build team culture and identity: run regular team meetings, celebrate wins, invest in career growth conversations.
• Partner with the Incident Center of Excellence (CoE) to mature the incident process and help build and run a sustainable off-hours coverage model.
• Analyze incident and support metrics to inform staffing and process decisions.
• Drive consistent, effective adoption of AI tools across support workflows.
• Collaborate with Build, Product, Technical Account Managers, Customer Success, and Professional Services on customer issues and incidents.
• Represent support at customer-facing events as needed.

• 2+ years management experience and 5+ years SaaS support or professional services, or demonstrated leadership with experience assigning ticket work and managing queues.
• Working knowledge of support and incident tooling (e.g., Salesforce, Zendesk, JIRA, PagerDuty).
• Skilled in customer-facing crisis communication, translating technical root cause into clear narratives (RCAs/ISNs).
• Experience with Enterprise-grade support.
• Genuine enthusiasm for using AI in support.
• Bachelor's degree in life sciences recommended; direct research or lab experience is a plus.

Salary range: $127,000 - $150,000 USD per year, plus equity.

Flexible hybrid work arrangement, expected on-site 3 days per week (Monday, Tuesday, Thursday).