Customer Care, Team Lead

| San Francisco | Hybrid
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Over the past year, Benchling has been rapidly evolving our Customer Experience organization to meet the needs of our customers, and to support our rapid growth. Our Managed Services & Support organization is not a typical support team who just reacts to inbound bug reports and incidents. Our team partners closely with the research scientists across both our academic and enterprise customer base to understand the scientific underpinnings of their research and how it can best be modeled in Benchling. We work tirelessly to help them solve their scientific problems. We help them understand the nuances of optimizing and capturing data in the Benchling platform. And we help them when they need to optimize complex configurations, de-bug instrument integrations, or build out new analytics to optimize their lab operations.
The leader of this team must have deep Life Sciences expertise, and a background in a lab setting. They must be excited by biotech innovation, learning the details of our customers science, and working with research scientists to help them solve challenging problems. They must be a strong manager, mentor and coach who can provide leadership for a rapidly growing, highly talented, and globally dispersed team. Finally, they must have a flexible mindset, be strategic, and be able to identify new ways to help us evolve the team and drive our expansion as our customer base and services offerings grow and evolve.
RESPONSIBILITIES

  • Manage the daily operations of a rapidly growing managed services & support team, providing excellence in service to all customers & academic users, including strategic resourcing & planning
  • 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
  • Manage, track and help improve outcomes for our customers through various channels and across multiple touch points
  • Build out training plans for new team members
  • Monitor and report metrics and key performance indicators around case volumes and trends
  • Capture voice of the user and customer insights, and work collaboratively with other functional teams across the company to achieve corporate customer satisfaction goals
  • 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

  • Must have at least a Bachelor’s degree in a life sciences related field such as biology, microbiology, genetics, biotechnology, neurology, etc. and experience in an academic or professional lab setting
  • Are excited about the idea of working with research scientists to help them solve challenging product, scientific, and technical problems
  • Are an experienced leader with 5+ years experience in customer support/service management, and 3+ years of people management experience for 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 and the ability to prioritize multiple priorities and work streams based on their urgency and severity, including understanding context of customer implementation or health status
  • Have excellent oral and written communication skills, and the ability to work effectively both inside and outside departmental boundaries, at remote locations, and directly with customers and partners
  • Have excellent 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.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • TerraformFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AsanaManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • IntercomCRM
    • PipedriveCRM
    • SalesforceCRM

Location

We're located in the heart of the SF Financial District with an awesome view of the the entire city depending on where you stand in the office. You can get to us easily by BART or bus!

An Insider's view of Benchling

What’s the vibe like in the office?

I think that the company culture is at the center of everything we do. Every single person here is willing to put down what they're doing to support to their colleagues whenever needed. That’s what is particularly special about Benchling. People are always ready to give their best effort, and there's no shortage of laughter or camaraderie!

Madeleine

Customer Support Specialist

What does your typical day look like?

The mission driven culture defines our day to day in the "office" (or Zoom meetings/Slack messaging). I've never worked at a company where there's such a permeating sense of optimism. People are generous with their time and knowledge, but still remain humble. Also, Aloha Fridays keep our vibes in check.

Alex

Implementation Manager

How has your career grown since starting at the company?

One of the main reasons I joined Benchling is I knew I would grow along multiple axes. Benchling gives me the opportunity to explore outside of my role as an engineer. In the short time I've been here, I've had the opportunity to contribute to the company blog, help organize the annual hackathon, and manage part of the internship program!

Steven

Software Engineer

What unique initiatives do you have that encourage innovation?

I’m very excited by our COVID-19 initiatives. In an effort to help ramp up testing, we have partnered with universities and private companies to create a turn-key software solution that powers their sample analysis on Benchling. We’ve made it much faster for any lab that plans to spin up COVID-19 tests!

Nishant

Regional Lead, Professional Services

What projects are you most excited about?

As a co-lead of Benchling's People of Color affinity group, I'm most excited about projects and events that teach and celebrate multiple cultures. On Lunar New Year, our group passed out red envelopes. Many employees were familiar with the tradition, but they learned even more about its significance in Asian cultures from the information we shared.

Chanel

University Recruiting Lead

What are Benchling Perks + Benefits

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
All employees participate in an Interview Training that, amongst other things, raises awareness around the impact of unconscious bias in the evaluation process and strategies to best mitigate this.
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
Company equity
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
On top of weekly happy hours & monthly events, Benchlings travel abroad for annual company retreats!
Free daily meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday. Is that the Dinner Bell, JeffyP hears? That's right. Dinner every night at the office for Benchlings after hours!
Free snacks and drinks
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Meditation space
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

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