Leader, Product Support

Leader, Product Support We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma. ROLE OVERVIEW The Product Support Leader will lead our West Coast customer support team in close collaboration with our Global Support Leadership Team and Customer Experience Leadership Team. This is a hands-on leadership role responsible for delivering excellent technical support to Benchling's customers — including a growing portfolio of enterprise pharmaceutical companies operating in regulated, GxP environments — while developing a high-performing team and contributing to the evolution of our global support strategy. This role comes at a defining moment. Benchling is rapidly scaling its enterprise customer base and expanding into AI-powered capabilities that are changing how scientists interact with our platform. The Support team needs to evolve alongside those shifts — building enterprise-grade support practices, developing new expertise around AI product features, and deepening the trust that our largest customers place in us every day. You'll help lead that transformation. We're looking for someone who combines strong people leadership with deep customer empathy: a leader who can represent Support credibly in front of customers, account teams, and cross-functional partners, and who brings a point of view on how to continuously improve how we serve our customers. RESPONSIBILITIES TEAM LEADERSHIP & DEVELOPMENT - Develop, coach, and grow a team of support professionals — setting clear expectations, providing regular feedback, managing performance, and investing in career development aligned with Benchling's "Recruit and develop the best" principle - Build team capabilities to support Benchling's expanding product surface, including AI agents, predictive models, and new automation features that are rapidly becoming part of scientists' daily workflows - Ensure the team continuously documents and updates product knowledge in help articles and internal knowledge bases, including emerging AI product capabilities Operations & Service Delivery - Own the daily operations of West Coast customer support, including strategic resourcing, queue management, and capacity planning to deliver consistent, high-quality service across all customer segments - Own and report on support metrics and KPIs (volume, case trending, resolution time, CSAT), using data to drive decisions and building influence through voice-of-customer insights shared with Product, Engineering, and CX leadership - Lead and drive process improvement initiatives with measurable outcomes — identifying gaps, proposing solutions, and executing changes that elevate the customer support experience Customer & Stakeholder Engagement - Serve as the primary escalation point for West Coast customers, deeply understanding scientist pain points and ensuring timely, high-quality resolution in partnership with Engineering, Product, and CX teams - Collaborate cross-functionally with Customer Success, Professional Services, Account Management, Product, Engineering, and delivery partners (including Zifo) to coordinate on customer issues through resolution - Partner with the Head of Support to shape and execute the support strategy, contributing insights on process improvement, tooling, tea ... (truncated, view full listing at source)