Global Support Leader: Incident Command & AI-Driven Growth

Benchling, Inc.; United States; Sur place; USD 140 000 - 210 000; Plein temps

Avantages offerts par ce poste

Competitive salary and equity

Robust healthcare benefits

Parental leave (4 months)

Retirement benefits

Résumé du poste

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

You will own incident leadership, scale a high-performing team, and advance enterprise-grade practices with thoughtful AI adoption. The ideal candidate will manage daily support operations, recruit and rotate in as escalation responder, and collaborate cross-functionally to improve customer experience.

Qualifications

• Bachelor’s degree in a life sciences related field is recommended.
• Coaches with empathy and exercises judgment prioritizing issues by urgency and customer health context.
• Strong communicator with excellent written and verbal skills across departments and remote teams.

Responsabilités

• Lead and grow a regional customer support team in collaboration with Global Support Leadership and CX Leadership.
• Own incident management leadership, stepping in as owner during live, customer-impacting incidents.
• Drive scalable, AI-enabled support processes and surface account context automatically.
• Analyze incident and support metrics to inform staffing and process decisions; report trends to CX leadership.
• Collaborate with Build, Product, TAC, Customer Success and Professional Services to keep knowledge current.
• Represent support at customer-facing events as needed.

Connaissances

People leadership

Incident management

AI adoption

Cross-functional collaboration

Clear communication

Formation

Bachelor's degree in life sciences (recommended)

Outils

Salesforce

Zendesk

JIRA

PagerDuty

Description du poste

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

You will own incident leadership, scale a high-performing team, and advance enterprise-grade practices with thoughtful AI adoption. The ideal candidate will manage daily support operations, recruit and rotate in as escalation responder, and collaborate cross-functionally to improve customer experience.