Support Manager

Benchling San Francisco , CA 94118

Posted 2 months ago

Over the coming years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy are dramatically changing how we treat cancer and other major illnesses. Biofuels and biomaterials are transforming the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology are producing sustainable and ethical food. Benchling's mission is to accelerate the research that propels us towards this reality, and magnify its impact, through modern software.

Every day, scientists around the world use Benchling's applications, platform, & analytics in their efforts to solve humanity's most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research. Our customers include pharmaceutical giants, leading biotechs, and the world's most renowned research institutes.

The Support Manager will provide leadership for a growing and dispersed platform support and customer care team. Over the past year, Benchling has been rapidly evolving our customer experience organization to meet the needs of the future. We need leaders who are excited by innovation and can help continue this expansion and execution of our rapidly evolving global support strategy. Responsibilities include leading support scalability and communications through well-planned resource management and reliance on key systems and processes.

RESPONSIBILITIES

  • Manage the daily operations of platform level support and customer care team providing excellence in service to all customers & academic users, including strategic resourcing & planning

  • Manage, track and help improve outcomes for customer needs via various channels (chat/email/social)

  • Build out existing training plans for product support and customer care team members

  • Define escalation processes internally and externally with business partners to help resolve issues quickly and within service levels - this includes being on call as a key governing resource

  • Monitor and report metrics and key performance indicators around support volume and case trending regularly, building influence with voice of the user/customer insights

  • Work collaboratively with other functional teams across the company to achieve corporate goals

  • Identify and implement opportunities for process improvements in all touch points

  • Ability to interact with diverse technical groups, work in rapidly-changing environments

  • Attend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiatives

  • Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues

  • Drive overall support readiness for new products and features

YOU

  • Are based out of San Francisco or Boston office

  • Obtained a Bachelor's degree in a life sciences related field (biology, microbiology, genetics, biotechnology, neurology, etc.). Direct research or lab experience is a big plus.

  • Are an experienced manager who loves building and supporting a team in pursuit of great results and professional development with at least 5 years experience in customer support/service management, and a minimum of 3 years directly managing a support/customer care teams of 10+ people.

  • Are someone who embraces technology and data to solve problems, i.e. has a "clear understanding of the SaaS world and modern support tools"

  • Have excellent judgment to prioritize customer issues based on their urgency and severity, including understanding context of customer implementation or health status

  • Have excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations and/or outside the company

  • Have time management and organizational skills with the ability to adapt and prioritize work based on rapidly changing requirements

OUR VALUES

  • Empower through information. We explain the "why" behind every decision, unless there are highly sensitive circumstances. We're honest about how we're doing, especially in difficult times. We believe that sharing information builds trust and enables better decision-making.

  • Rely on tenacity. Hard work is one of the greatest factors to determine success and is fully under our control. We must make the most of every day by bringing the highest level of determination. Dreaming big is not enough.

  • Raise the bar. Pushing ourselves and others to improve will be uncomfortable and at times result in failure. However, it's critical to our success. We're dedicated to creating a place where everyone feels challenged to improve.

  • Build a lever. We choose to build tools and infrastructure that will help others make world-changing innovations. There's less glory in it, but in the words of Archimedes, "Give me a lever long enough and a fulcrum on which to place it, and I shall move the world."

PERKS AND BENEFITS

  • Monthly health & wellness stipend

  • Work with a talented yet humble team

  • Meals and snacks covered

  • 401k

  • Medical, dental, and vision insurance

  • Commuter benefits

  • Happy hours, company and team wide social events

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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Support Manager

Benchling