Benchling
Leader, Product Support
$127K–$150K
Boston, MA · Hybrid · Full-time · Posted Sep 23, 2026
- Experience
- 2+ years management experience and 5+ years SaaS support or professional services; alternatively, demonstrated leadership with experience assigning ticket work and managing queues and resources.
- Education
- Bachelor's degree in a life sciences related field is recommended.
About the job
Leads regional customer support operations and team development, owns customer-impacting incident response, and advances support processes and AI adoption.
What you'll do
- Manage daily support operations, staffing, regional escalations, and team development.
- Lead incident response and work with the Incident Center of Excellence to improve incident processes and off-hours coverage.
- Analyze support and incident metrics, promote AI adoption in support workflows, and coordinate customer issues across teams.
What they ask for
- 2+ years management experience and 5+ years SaaS support or professional services, or demonstrated leadership with experience assigning ticket work and managing queues and resources.
- Working knowledge of support and incident tools and industry best practices for technical support or services.
- Experience with Enterprise-grade support and high-stakes customer accounts.
- Strong customer-facing crisis communication skills, including explaining technical root causes to customers.
Nice to have
- Genuine enthusiasm for using AI in support; hands-on experience piloting or driving adoption is ideal.
- Bachelor's degree in a life sciences related field is recommended; direct research or lab experience is a plus.
Pay
$127K – $150K USD base salary
Tools
Salesforce, Zendesk, JIRA, PagerDuty
AI focus
Adopt AI in support workflows, including piloting ways to reduce ticket-handling time and automatically surface account context.
Model-written summary · the original posting is authoritative