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Product Support Leader

Benchling

Benchling

Product, Customer Service
Zürich, Switzerland
Posted on Wednesday, February 21, 2024

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market.

Come help us bring modern software to modern science.

ROLE OVERVIEW

The Support Team Leader will lead our customer support presence in EMEA in close collaboration with our Global Support Leadership Team and our EMEA Leadership Team. This is an opportunity for an emerging leader with experience in support of complex SaaS software to build our Benchling support presence for customers in Europe. Benchling has been rapidly expanding our European customer experience organization to meet the needs of the future. We need leaders who are excited by innovation, and who can help us build and scale our global support strategy for the EMEA region. Responsibilities include building (recruiting and hiring) then scaling our team, playing a pivotal role in the ongoing buildout of key systems and processes, and ensuring consistent and high quality communications internally and with customers.

The ideal match for our cultural and business needs include:

  • a great “people” person who is excited to work with a growing team, working initially as a coach/player providing support and leading an EMEA support team, helping them flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
  • a collaborator who will work closely with EMEA Account Executives, Customer Success Managers, and EMEA leaders to ensure customers receive top quality consistent customer service

RESPONSIBILITIES

  • Manage the daily operations of customer support providing excellence in service to all customers, including strategic resourcing and planning
  • Be the first line contact to address customer support escalations in the EMEA region, while deeply understanding scientist pain points
  • Monitor and report on metrics and key performance indicators around support volume and case trending, building influence with voice of the user/customer insights
  • Create and lead medium to high complexity internal projects to continuously improve Support processes and elevate our customer’s Support experience
  • Collaborate with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and partners) to coordinate on customer issues through resolution
  • Ensure the team continuously documents and updates changing product knowledge in help articles
  • Occasionally participate in customer visits, meetings, conferences, and other marketing events (Benchling Bootcamps, Benchtalk, etc)

QUALIFICATIONS

  • Experienced customer support analyst 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
  • Working knowledge of support industry best practices for world class customer service in technical support/services environment - particularly Salesforce, Zendesk, JIRA, or other support system
  • This is a great role for an experienced SaaS support analyst who has demonstrated leadership capability and has experience skills assigning ticket work, managing queues and resources, but may not have any direct supervisory experience. Excellent judgment to prioritize customer issues based on their urgency and severity, including understanding context of customer implementation or health status
  • 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
  • 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
  • Superior customer service skills – the ability to be empathetic, accurate, resourceful, conscientious and with a sense of urgency
  • Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information.
  • Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action, and comfortable to work independently

COMPANY BENEFITS - EMEA

Benchling takes a market-based approach to pay. The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location.

Total Compensation includes the following:

  • Competitive salary and equity
  • Fertility healthcare and family-forming benefits
  • Four months of fully paid parental leave
  • Mental health benefits, including therapy and coaching, for employees and their dependents
  • Monthly Wellness stipend
  • Learning and development stipend
  • 25 days vacation days + public holidays
  • Company-wide Spring & winter holiday shutdown
  • Sabbaticals for 5-year and 10-year anniversaries
  • In-office perks including modern office in the heart of Zurich and commuter benefits
  • Remote perks including travel to hubs and a generous home office set up stipend

#TD1 #LI-Hybrid #BI-Hybrid

Benchling welcomes everyone.

We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.

We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.