# Leader, Product Support at Benchling

- Company: Benchling
- What the company does: Backed by Y Combinator, a16z and ICONIQ.
- Company website: http://benchling.com
- Type: Startups
- Level: Mid level
- Location: Boston, MA
- Work setup: Remote
- Pay: $127K to $150K base salary per year (USD)
- Posted: 2026-09-23
- Apply by: 2026-11-07
- Apply: https://jobs.ashbyhq.com/benchling/009bed71-c948-48a4-887c-cbbcb1bb3b34
- Page: https://www.1752.vc/careers/jobs/benchling-leader-product-support/

## About the role

The Support Team Leader will lead our customer support presence in close collaboration with our Global Support Leadership Team and our CX Leadership Team. This role combines growing a high-performing regional support team, owning incident management leadership, and helping scale a modern, efficient Support organization through Enterprise-grade practices and thoughtful AI adoption.

## What they're looking for

- Working knowledge of support and incident tooling and industry best practices for world class customer service in technical support/services environment (e.g. Salesforce, Zendesk, JIRA, PagerDuty, or equivalent incident and support systems)
- Coaches with empathy and exercises judgment prioritizing issues by urgency, severity, and customer health context
- Skilled in, or has strong aptitude for, customer-facing crisis communication:knowing what to say, when, and to whom during a live incident, and how to translate technical root cause into clear customer-facing narratives (RCAs/ISNs)
- Experience with Enterprise-grade support: managing high-stakes accounts holistically, building trust with sophisticated customers, and thinking beyond individual ticket resolution
- Genuine enthusiasm for using AI in support, ideally with hands-on experience piloting or driving adoption
- 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

Tags: Customer Experience