Product Support Leader

ROLE OVERVIEW

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.

The ideal match for our cultural and business needs include:

• a great “people” person who is excited to work with a growing team, working initially as a coach/player providing support and leading a regional support team, helping them flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
• a collaborator who will work closely with Account Executives, Customer Success Managers and CX leaders to ensure customers receive top quality consistent customer service

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)

QUALIFICATIONS

• Experienced customer support analyst who loves building and supporting a team in pursuit of great results and professional development with at least 5+ years experience in customer support/service
• 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 SaaS support analyst who has demonstrated leadership capability and has experience skills assigning ticket work, managing queues and resources, but may not have any direct supervisory experience. Excellent judgment to prioritize customer issues based on their urgency and severity, including understanding context of customer implementation or 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

SALARY RANGE

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $100,725 - $136,000.

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation includes the following:

• Competitive salary and equity
• 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 Summer & Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

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