Head of AI-Driven Product Support & Incidents

Benchling, Inc.; Boston (MA); Hybrid; USD 127,000 - 150,000; Full time

Benefits offered by this job

Hybrid work arrangement

On-site 3 days/week

Job summary

Benchling, Inc. is seeking a Support Team Leader to run our regional customer support, incident management, and AI adoption efforts. You will recruit, coach, and grow a high-performing team while collaborating with global leadership to scale a modern Support organization.

You'll own incident response during live, customer-impacting events and drive cross-functional coordination, ensuring clear customer communications and efficient operations across Build, Product, TAMs, CS, and PS teams.

Qualifications

• 2+ years management and 5+ years SaaS support or professional services
• Experience with Salesforce, Zendesk, JIRA, PagerDuty or equivalent
• Empathetic coaching and prioritization by urgency and customer health
• Experience in enterprise-grade support and crisis communication
• Genuine enthusiasm for applying AI to support, with hands-on pilots
• Bachelor's degree in life sciences recommended; lab experience a plus
• Strong written and verbal communication across remote teams

Responsibilities

• Lead daily operations, staffing, and regional escalations while understanding scientist pain points
• Build team culture, grow careers, and keep the team motivated
• Collaborate with Incident CoE to mature incident processes and off-hours coverage
• Analyze incident metrics to inform staffing and processes; report trends
• Advance AI adoption across support workflows to reduce ticket handling
• Coordinate with Build, Product, Triage, CS, and PS to keep content current
• Represent support at customer events as needed

Skills

Team leadership

Customer focus

SaaS support

Incident management

AI in support

Communication

Education

Bachelor's degree in life sciences

Tools

Salesforce

Zendesk

JIRA

PagerDuty

Job description

Benchling, Inc. is seeking a Support Team Leader to run our regional customer support, incident management, and AI adoption efforts. You will recruit, coach, and grow a high-performing team while collaborating with global leadership to scale a modern Support organization.

You'll own incident response during live, customer-impacting events and drive cross-functional coordination, ensuring clear customer communications and efficient operations across Build, Product, TAMs, CS, and PS teams.