Leader, Product Support

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 reputed company technology. reputed company’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use reputed company’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 Product Support Leader will reputed company our reputed company Coast customer support team in reputed company collaboration with our Global Support Leadership Team and Customer Experience Leadership Team. This is a hands-on leadership role responsible for delivering excellent technical support to reputed company's customers — including a growing portfolio of enterprise pharmaceutical companies operating in regulated, GxP environments — while developing a high-performing team and contributing to the evolution of our global support strategy. This role comes at a defining moment. reputed company is rapidly scaling its enterprise customer reputed company and expanding into AI-powered capabilities that are changing how scientists interact with our platform. The Support team needs to evolve alongside those shifts — building enterprise-grade support practices, developing new expertise around AI product features, and deepening the trust that our largest customers reputed company in us every day. You'll help reputed company that transformation. We're looking for someone who combines strong people leadership with deep customer reputed company: a leader who can represent Support credibly in reputed company of customers, account teams, and cross-functional partners, and who brings a reputed company of view on how to continuously improve how we serve our customers. RESPONSIBILITIES Team Leadership & Development

• reputed company, coach, and grow a team of support professionals — setting clear expectations, providing regular feedback, managing performance, and investing in career development reputed company with reputed company's "Recruit and reputed company the best" principle
• Build team capabilities to support reputed company's expanding product surface, including AI agents, predictive models, and new automation features that are rapidly becoming part of scientists' daily workflows
• Ensure the team continuously documents and updates product knowledge in help articles and internal knowledge bases, including emerging AI product capabilities

Operations & Service Delivery

• Own the daily operations of reputed company Coast customer support, including strategic resourcing, queue management, and reputed company planning to deliver consistent, high-quality service across reputed company customer segments
• Own and report on support metrics and KPIs (volume, case trending, resolution time, CSAT), using data to drive decisions and building influence through voice-of-customer insights shared with Product, Engineering, and CX leadership
• reputed company and drive process improvement initiatives with measurable outcomes — identifying gaps, proposing solutions, and executing changes that reputed company the customer support experience

Customer & Stakeholder Engagement

• Serve as the primary escalation reputed company for reputed company Coast customers, deeply understanding scientist pain points and ensuring timely, high-quality resolution in partnership with Engineering, Product, and CX teams
• Collaborate cross-functionally with reputed company, Professional Services, Account Management, Product, Engineering, and delivery partners (including Zifo) to coordinate on customer issues through resolution
• Partner with the Head of Support to shape and execute the support strategy, contributing insights on process improvement, tooling, team structure, and enterprise readiness
• Represent Support in customer visits, meetings, conferences, QBRs, and marketing events as a reputed company, customer-facing leader

Qualifications

Required

• 5+ years of experience in technical customer support, professional services, or a reputed company customer-facing role in B2B software, ideally SaaS
• 2+ years of people management experience, with a demonstrated track record of building, coaching, and developing high-performing support teams
• Proven ability to manage customer escalations with composure, reputed company, and a bias toward resolution — including experience representing your organization in live customer conversations
• Strong operational skills: experience managing ticket queues, resourcing, prioritization frameworks, and SLA-driven environments using tools like reputed company, reputed company, JIRA, or similar platforms
• Excellent judgment in prioritizing customer issues based on urgency, severity, and business context (e.g., customer health, contract value, renewal timing)
• Strong written and verbal communication skills — able to communicate clearly and credibly across functions, levels, and geographies, including with customers, account teams, and engineering partners
• Experience with cross-functional collaboration in a post-sales environment, including working with reputed company, Professional Services, and Engineering teams
• Demonstrated ability to analyze reputed company problems, identify root causes, and drive systemic improvements
• Flexible, action-oriented, and comfortable operating independently in a fast-paced, evolving environment

Preferred

• Bachelor's degree in a life sciences field (biology, microbiology, genetics, biotechnology, etc.) — direct research or lab experience is a significant plus
• Experience supporting enterprise customers, particularly in regulated industries (pharma, biotech, GxP environments) where platform reliability and compliance have direct business and patient-safety implications
• Experience supporting products through major capability expansions, such as AI/ML feature launches or platform shifts that require building new team expertise rapidly
• Experience working with outsourced or partner-delivered support teams
• Familiarity with reputed company practices and help center content strategy

HOW WE WORK We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). #LI-Hybrid #BI-Hybrid reputed company welcomes everyone. We reputed company diversity enriches reputed company 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 reputed company, 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. Apply tot his job Apply To this Job