Lead / Manager

Benchling is the AI platform for biotech R&D, used by over 200,000 scientists worldwide, including teams at Sanofi and Moderna. The company is rebuilding biotech for the AI era, helping scientists design experiments, capture structured data, and run AI agents and models in their workflows.

The Support Team Leader will lead customer support in close collaboration with the Global Support Leadership Team and CX Leadership Team. This role combines growing a high-performing regional support team, owning incident management leadership, and scaling 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 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 incident processes, including post-incident reviews, communication playbooks, and severity-based response criteria.
• Build and run a sustainable off-hours coverage model, recruiting, training, and personally rotating as an escalation responder.
• Analyze incident and support metrics (volume, severity trends, time-to-resolution, comms timeliness) to inform staffing and process decisions.
• Drive consistent adoption of AI tools across support workflows, piloting opportunities to reduce ticket-handling time and surface account context automatically.
• 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 (customer visits, bootcamps, Benchtalk, conferences).

• 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).
• Coaches with empathy and exercises judgment prioritizing issues by urgency, severity, and customer health context.
• Skilled in customer-facing crisis communication, translating technical root cause into clear narratives (RCAs/ISNs).
• Experience with Enterprise-grade support: managing high-stakes accounts holistically.
• 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 recommended; direct research or lab experience is a plus.
• Strong communicator and customer advocate, comfortable working independently and adapting quickly.

Salary range: $127,000 – $150,000 USD per year, plus equity. Benchling offers a flexible hybrid work arrangement with on-site collaboration expected 3 days per week (Monday, Tuesday, Thursday).

Apply via the provided Ashby application link. As part of the interview process, candidates complete a brief AI-focused exercise or discussion.