About the position
Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology. Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market. Come help us bring modern software to modern science. The Support Team Leader will lead our customer support presence in close collaboration with our Global Support Leadership Team and our CX Leadership Team. Benchling has been rapidly expanding our customer experience organization to meet the needs of the future. We need leaders who are excited by innovation, and who can help us build and scale our global support strategy. Responsibilities include building (recruiting and hiring) then scaling our team, playing a pivotal role in the ongoing buildout of key systems and processes, and ensuring consistent and high quality communications internally and with customers.
Responsibilities
- Manage the daily operations of customer support providing excellence in service to all customers, including strategic resourcing and planning
- Be the first line contact to address customer support escalations in the West region, while deeply understanding scientist pain points
- Monitor and report on metrics and key performance indicators around support volume and case trending, building influence with voice of the user/customer insights
- Create and lead medium to high complexity internal projects to continuously improve Support processes and elevate our customer’s Support experience
- Collaborate with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and partners) to coordinate on customer issues through resolution
- Ensure the team continuously documents and updates changing product knowledge in help articles
- Occasionally participate in customer visits, meetings, conferences, and other marketing events (Benchling Bootcamps, Benchtalk, etc)
Requirements
- Experienced leader with a track record of building and supporting a team in pursuit of great results and professional development with at least 2 years of management experience and 5+ years experience ideally in software customer support, professional services
- Working knowledge of support industry best practices for world class customer service in technical support/services environment - particularly Salesforce, Zendesk, JIRA, or other support system
- This is a great role for an experienced leader who has demonstrated success leading and coaching teams with empathy, managing team workloads and prioritizing customer issues based on urgency and severity including understanding context such as customer health status
- Bachelor's degree in a life sciences related field is recommended (biology, microbiology, genetics, biotechnology, neurology, etc.) - direct research or lab experience is a big plus
- Excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company
- Superior customer service skills – the ability to be empathetic, accurate, resourceful, conscientious and with a sense of urgency
- Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information.
- Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action, and comfortable to work independently
Benefits
- Competitive total rewards package
- Broad range of medical, dental, and vision plans for employees and their dependents
- Fertility healthcare and family-forming benefits
- Four months of fully paid parental leave
- 401(k) + Employer Match
- Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
- Mental health benefits, including therapy and coaching, for employees and their dependents
- Monthly Wellness stipend
- Learning and development stipend
- Generous and flexible vacation
- Company-wide Winter holiday shutdown
- Sabbaticals for 5-year and 10-year anniversaries
