Customer Care, Team Lead
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.