VP, Global Support
Twist Bioscience
Twist Bioscience seeks a Vice President of Global Support to lead customer and scientific technical support across all regions. This strategic role builds teams, processes and technology to deliver consistent, expert assistance across the company's synthetic biology and genomics product portfolio.
Responsibilities
- Develop and execute multi-year global support strategy positioning support as competitive advantage
- Lead customer support and scientific technical support teams across Americas, EMEA and APAC
- Design omnichannel support model spanning email, chat, portal, e-commerce and virtual consultation
- Build tailored support programs for different customer segments and channel partners
- Ensure technical expertise across synthetic biology, NGS and biopharma product lines
Requirements
- Proven experience leading global customer support or technical support organizations
- Track record building scalable support operations across multiple regions and channels
- Experience implementing modern support technologies including self-service, AI and knowledge management
- Deep understanding of life sciences, genomics, or synthetic biology products and workflows
- Demonstrated ability to balance customer advocacy with operational efficiency and cost management
- Strong leadership skills with experience developing and coaching high-performing teams
- Strategic mindset with ability to anticipate market trends and evolving customer expectations
Vacancy posted 3 days ago
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