Global Support Leader for Genomics & Biotech
Twistbioscience
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Benefits offered by this job
Job summary
Twist Bioscience is seeking a Vice President of Global Support to lead Customer Support and Scientific Technical Support worldwide from its California base. You will design a forward-looking, data-driven service model with self-service options, AI-enabled tools and proactive communication across all regions and channels.
You will build and mentor a high-performance team of scientists and support professionals, align with Quality, and drive CSAT, NPS and first-contact resolution through
Qualifications
- 15+ years in customer-facing roles, with 8+ years leading support or CX teams.
- Proven track record building and scaling omnichannel support.
- Strong technical knowledge of molecular biology and NGS workflows.
Responsibilities
- Define and execute a multi-year global support strategy across Americas, EMEA and APAC.
- Lead omnichannel support with consistent SLAs and a single view of the customer.
- Build scalable support processes, staffing models and escalation paths.
- Develop knowledge base, self-service portals and AI-assisted support tools.
- Collaborate with Sales, Product, IT and Quality to drive customer outcomes.
Skills
Education
Tools
Job description
Twist Bioscience is seeking a Vice President of Global Support to lead Customer Support and Scientific Technical Support worldwide from its California base. You will design a forward-looking, data-driven service model with self-service options, AI-enabled tools and proactive communication across all regions and channels.
You will build and mentor a high-performance team of scientists and support professionals, align with Quality, and drive CSAT, NPS and first-contact resolution through
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