Biotech AI Support Leader & Incident Commander

Benchling, Inc.; Boston (MA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Benchling, Inc. is seeking a Support Team Leader to head our regional customer support with the Global Support Leadership Team and the CX Leadership Team.

The role drives incident leadership, team growth, and scalable processes for an AI-powered biotech platform used by scientists worldwide. You will recruit, coach, and develop a high-performing team, oversee incident management, and advance enterprise-grade support across regions while integrating AI into daily workflows to improve customer

Qualifications

• Experienced leader with 2+ years of management experience and 5+ years in SaaS support or professional services.
• Working knowledge of Salesforce/Zendesk/JIRA/PagerDuty or equivalent incident and support systems.
• Coaches with empathy and good judgment prioritizing issues by urgency, severity, and customer health context.
• Strong crisis communication skills for live incidents and translating root causes for customers.
• Experience with Enterprise-grade support, managing high-stakes accounts and building trust with sophisticated customers.
• Genuine enthusiasm for using AI in support, with hands-on pilot experience.
• Bachelor’s degree in a life sciences field is recommended; direct research or lab experience is a plus.
• Strong communicator and customer advocate with remote teams and external stakeholders.

Responsibilities

• Manage the 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, mentor, and support career growth.
• Collaborate with cross-functional teams to improve incident processes and establish coverage models.
• Drive AI adoption across support workflows to reduce ticket handling time and surface context automatically.
• Coordinate with Build, Product, Triage, Customer Success, and Professional Services to address customer issues.
• Represent support at customer-facing events as needed.

Skills

Leadership

Communication

Customer focus

Crisis communication

Incident management

Education

Bachelor's degree in life sciences recommended

Tools

Salesforce

Zendesk

JIRA

PagerDuty

Job description

Benchling, Inc. is seeking a Support Team Leader to head our regional customer support with the Global Support Leadership Team and the CX Leadership Team.

The role drives incident leadership, team growth, and scalable processes for an AI-powered biotech platform used by scientists worldwide. You will recruit, coach, and develop a high-performing team, oversee incident management, and advance enterprise-grade support across regions while integrating AI into daily workflows to improve customer