Leader, Product Support

Benchling · Boston, MA

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Role summary

Benchling seeks a Support Team Leader to manage regional customer support operations, build and coach a high-performing team, lead incident response efforts, and drive AI adoption across support workflows. The role combines team leadership, operational excellence, and cross-functional collaboration in Boston.

What they're looking for

Proven experience leading and scaling support or customer-facing teams
Demonstrated incident management and crisis response leadership
Strong understanding of support metrics, operations, and process optimization
Experience adopting and implementing AI tools in workflow processes
Excellent communication and cross-functional collaboration skills
Deep customer empathy and understanding of scientific or technical user needs

What you'll be doing

Manage regional support operations, staffing decisions, and handle escalated customer issues
Build team culture through meetings, career development conversations, and recognition of achievements
Develop and mature incident management processes, post-incident reviews, and off-hours coverage models
Track support metrics and incident trends to inform staffing and process improvements
Lead adoption of AI tools to improve ticket handling, reduce resolution time, and enhance team productivity

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