Team Lead, Technical Managed Services & Support Team

Benchling

Boston, MA, US / Raleigh, NC, US / New York City, NY, US / New Jersey, US / Chicago, IL, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 03/01/2021
  • Website: benchling.com
  • Company Address: 555 Montgomery Street Suite 1700, San Francisco, CA, 94111

About Benchling

Benchling makes life science research faster and more collaborative.

Biotechnology has the potential to solve humanity’s most pressing challenges, such as disease, renewable energy, clean water, and hunger. The brightest minds are working on these problems but they are equipped with archaic tools. We aspire to fix this and increase the rate of scientific output with a web-based platform that allows researchers to design and run experiments, analyze data, and share results.

Job Description

Over the next 10 years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy will dramatically change how we treat cancer and other major illnesses. Biofuels and biomaterials will transform the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology will produce sustainable and ethical food. Benchling’s mission is to accelerate the research that propels us towards this future, and magnify its impact, through modern software.

Every day, scientists around the world use Benchling in their efforts to solve humanity's most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research.
 
Benchling was founded by a team of MIT graduates and has raised funding from Benchmark, Andreessen Horowitz, Thrive Capital, and Y Combinator. Our customers include pharmaceutical giants, leading biotechs, and the world's most renowned research institutes.

 

POSITION OVERVIEW

Over the past year, Benchling has been expanding our Customer Experience organization, as well as our product and solution offerings to support our rapidly growing global customer base. We are looking for an experienced Life Sciences Software Services Leader to help us define and execute on our global Managed Services and Support strategy, and who can provide leadership for a talented and dispersed team of bio-technical, platform support, and customer care professionals. Working with the CX leadership team, this leader will focus on the Technical and Managed Services aspects of our business. You will will be responsible for helping to defining our support and managed services strategies and offerings, as well as for building and scaling our team through well-planned resource management, and implementation of key systems and processes. We are looking for a leader with expertise in Biotech and SaaS Software, and who can help us grow the technical depth of our team, as we continue to add new technically oriented products focusing on automation, informatics, and data management for our Life Sciences customers.

The ideal match for our cultural and business needs would include:

  • Someone who embraces technology to solve problems, has a clear understanding of Biotech R&D, SaaS software, and modern support tools
  • A great “people” person who thrives building teams, working with each individual to help them flourish, and working with key business partners to achieve common goals
  • A leader with experience in supporting users/customers and maintaining a high bar of service, handling problems and issues with aplomb
  • A person driven by innovation and kaizen

 

WHAT YOU WILL WORK ON

  • Manage the daily operations of the technical Managed Services and Support team, including establishing models for assisting Engineering and Implementation teams, as well as strategic resourcing & planning for the group
  • Manage, track and improve outcomes for customer needs via various channels
  • Build out training plans for product support, technical 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 from time to time
  • 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 CX and cross 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 with the CX Leadership team

 

ABOUT YOU

  • Bachelor’s /advanced degree in a Life Sciences related field is REQUIRED (e.g. biology, microbiology, genetics, biotechnology, neurology, etc.). Direct research or lab experience is highly preferred.
  • Strong technical aptitude. Comfortable in languages such as SQL, JSON, and Python. Direct experience with LIMS, ELN, or other link relevant scientific/informatics data management software is a big plus.
  • 5+ years of direct management experience. You must be a proven and capable manager who loves building and scaling teams, and in both delivering results and championing professional development.
  • Excellent oral and written communication skills to work effectively with others both inside and outside departmental boundaries, at remote locations, and outside the company with customers.
  • Superior customer service mindset – the ability to be empathetic, accurate, resourceful, conscientious and operate with a sense of urgency
  • Experience working with a support community or forum for users to engage, learn and offer feedback
  • Excellent judgment to prioritize customer issues based on their urgency and severity, including understanding context of customer implementation or overall health status
  • Working knowledge of support industry best practices for world class customer service in technical support/services environment - particularly Salesforce, Zendesk or other support system, as well as Jira or similar
  • Time management and organizational skills with the ability to prioritize work based on rapidly changing requirements
  • Demonstrate ability to analyze and resolve complex problems and rapidly assimilate new knowledge and information - i.e. experience with Tableau, Looker or other analysis tools
  • Experience in a start-up SaaS environment strongly preferred, but not required
  • Flexible and able to adjust on the fly to new demands; a high sense of urgency, tendency towards action. And comfortable to work independently.

 

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

  • Work with a talented yet humble team
  • Competitive compensation & equity package
  • 401k
  • Medical, dental, and vision insurance
  • Monthly health & wellness stipend
  • Weekly virtual social events, and annual company retreats
  • *$1,000 work-from-home stipend 

In following best practices and safety protocols, all Benchling employees are expected to work remotely until we are further advised that it is safe for employees to resume work in their respective office locations.

*To support remote work conditions, Benchling provides each employee a one-time stipend of $1,000 upon commencing employment, and additional discounted employee purchase plans for home-office equipment. 

 

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.

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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.