Product Support Leader

• 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
• This leader will also be a key incident leader, comfortable stepping in as the owner during a live, customer-impacting incident, driving cross-functional coordination, and being accountable for the customer communications that follow
• Manage the daily support operations, including strategic resourcing and staffing, and serve as a first-line contact for regional escalations, while deeply understanding scientist pain points
• Build team culture and identity: run regular team meetings, celebrate wins and milestones, invest in career growth conversations, and develop a team where people feel supported and excited to grow
• Partner with the Incident Center of Excellence (CoE) to mature the incident process (post-incident reviews, closing CoE action items, formalizing communication playbooks and severity-based response criteria), and help build and run a sustainable off-hours coverage model – recruiting, training, and personally rotating in as an escalation responder
• Analyze incident and support metrics (volume, severity trends, time-to-resolution, comms timeliness) to inform staffing and process decisions, and report trends to CX leadership
• Drive consistent, effective adoption of AI tools across support workflows, piloting opportunities to reduce ticket-handling time, surface account context automatically, and free up Product Support Analyst time for higher-value work
• Collaborate with Build, Product, Technical Account Managers, Customer Success, and Professional Services to coordinate on customer issues and incidents, and ensure the team keeps help content and product knowledge current
• Represent support at customer-facing events as needed (customer visits, bootcamps, Benchtalk, conferences)

Benefits

• Competitive salary and equity
• Robust healthcare benefits
• Family-forming benefits
• Four months of fully paid parental leave
• Retirement benefits- The right person will be a steady, credible presence with customers and internal partners and will be someone who can help the team flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
• We’re looking for a leader who approaches Support from the lens of holistic customer lifecycle ownership and is excited to recruit, coach, and grow a team
• We’re looking for someone who sees people leadership, incident readiness, and operational efficiency as one connected job
• We need leaders who are excited by innovation, and who can help us build and scale our global support strategy; adopting AI across day-to-day workflows and designing processes that enhance the customer and team experience
• Genuine enthusiasm for using AI in support, ideally with hands-on experience piloting or driving adoption
• Experience with Enterprise-grade support: managing high-stakes accounts holistically, building trust with sophisticated customers, and thinking beyond individual ticket resolution
• 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)
• 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
• 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)
• Strong communicator and customer advocate – empathetic, resourceful, and detail-oriented, with excellent written and verbal skills across departments, remote teams, and external stakeholders. Comfortable working independently, adapting quickly to new demands, and solving complex problems with a strong sense of urgency and bias toward action
• Experienced leader with a track record of building and developing a team, with 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