Taking applicationsChat / Email·Posted 8d ago
Leader, Product Support
BenchlingVerified company
Boston, MA (United States)
Pay
$61–$72/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Boston, MA (United States
Open to people in the United States
EnglishLead level
About the role
Benchling is hiring a Leader, Product Support to manage a regional customer support team, lead incident response, and scale support operations with AI. The role is based in Boston with a hybrid schedule requiring three days per week on-site.
What you'll do
- Manage daily support operations and staffing
- Build team culture and career growth
- Mature incident process and off-hours coverage
- Analyze incident and support metrics
- Drive AI tool adoption across support workflows
- Collaborate with Product, Technical Account Managers, Customer Success, and Professional Services
- Keep help content and product knowledge current
- Represent support at customer-facing events
What you'll need
- 2+ years management experience
- 5+ years SaaS support or professional services
- Knowledge of support and incident tooling
- Customer-facing crisis communication skills
- Enterprise-grade support experience
- Enthusiasm for using AI in support
- Bachelor's degree in life sciences recommended
- Strong written and verbal communication
Skills
Team leadershipIncident managementSaaS supportCustomer crisis communicationSupport tooling (Salesforce, Zendesk, JIRA, PagerDuty)AI adoption in supportSupport metrics analysisCross-functional collaboration
Benefits
EquityFlexible hybrid work arrangement
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Applications close on 18 November.