Leader, Product Support
Benchling
Benchling seeks a Support Team Leader to manage regional customer support operations, build and coach a high-performing team, lead incident response efforts, and drive AI adoption across support workflows. The role combines team leadership, operational excellence, and cross-functional collaboration in Boston.
Responsibilities
- Manage regional support operations, staffing decisions, and handle escalated customer issues
- Build team culture through meetings, career development conversations, and recognition of achievements
- Develop and mature incident management processes, post-incident reviews, and off-hours coverage models
- Track support metrics and incident trends to inform staffing and process improvements
- Lead adoption of AI tools to improve ticket handling, reduce resolution time, and enhance team productivity
Requirements
- Proven experience leading and scaling support or customer-facing teams
- Demonstrated incident management and crisis response leadership
- Strong understanding of support metrics, operations, and process optimization
- Experience adopting and implementing AI tools in workflow processes
- Excellent communication and cross-functional collaboration skills
- Deep customer empathy and understanding of scientific or technical user needs
Vacancy posted 13 days ago
Similar jobs that could be interesting for youBased on the Leader, Product Support in Boston, MA vacancy
$127k - $150k
...tools, platforms, or workflows you use today.ROLE OVERVIEW The Support Team Leader will lead our customer support presence in close... ...help the team flourish, by building out their professional, product & technical skills, and working with key business partners to...SuggestedWork at officeLocal areaRemote workFlexible hours3 days per weekBenchling
Boston, MA12 hours ago$87k - $115k
...Role Summary As a Service Production Supervisor, you are the heart of our service... ...demonstrating a willingness to jump in and support any role or task necessary to ensure the... ...This is who you are: A Natural Leader: You inspire action and build trust effortlessly...SuggestedFull timeContract workTemporary workPart timeLocal areaAll shiftsShift workRivian
Chelsea, MA4 days ago$138.64k - $187.57k
...lives of patients while transforming your career.Principal Product Quality Leader (Synthetics)What you will doLet’s do this. Let’s change the... ...Help us to pave new roads for helping patients.This role will support one or more of Amgen's synthetic products. The individual...SuggestedFull timeRemote workFlexible hoursAmgen
Cambridge, MA2 days ago$164.2k - $328.3k
...of working at least three days a week in the office. The Product Leader will be responsible for the strategy, design, development, and... ...professional development opportunities, interesting work and supportive leaders. We foster a vibrant and inclusive culture where you...SuggestedMinimum wageWork at officeLocal areaRemote workFlexible hours3 days per week1 day per weekMercer Consulting
Boston, MA3 days ago$225k - $260k
...force behind everything we do. As a global leader with the most comprehensive portfolio... ...everything possible.The Scientific Global Product Leader, Advanced Staining Reagents leads... ...to deliver differentiated products that support Leica Biosystems’ growth in precision medicine...SuggestedFull timeRemote workWork from homeFlexible hoursDanaher Corporation
Boston, MA2 days ago$105.4k - $207.8k
...develop differentiated financial services products that achieve product-market fit. This... ...modernize the claims experience. As Production Support Lead, you'll own L3 production support... ...From entry-level employees to senior leaders, we believe there’s always room to learn...Local areaDeloitte
Boston, MA1 day ago- ...Klaviyo seeks a Senior Lead Product Manager to drive the Enterprise product strategy and evolve the platform for data-driven brands. This role sits at the center of growth, unifying customer data, enabling AI-driven automation, and expanding ecosystem integrations. You...
Klaviyo Campus
Boston, MA3 days ago - ...Leica Biosystems, a Danaher operating company, seeks a Scientific Global Product Leader for Advanced Staining Reagents to define product strategy for AI-enabled diagnostic assays and digital pathology solutions on a global scale. You will partner across R&D, Clinical,...Remote work
Leica Biosystems Inc.
Boston, MA3 days ago - ...Citi in Boston is seeking a Complex Assets Product Manager to own day-to-day management of complex instruments, set strategy, and guide product development within the Complex Assets domain. You will oversee product delivery, client experience, and pricing strategies...
- ...TriSearch in the US is seeking a founding Product Marketing Leader for cybersecurity products. You will report directly to executives and build the function from the ground up, shaping GTM strategy and messaging for the company’s platform and services. The role emphasizes...Remote job
- ...Takeda is seeking an USB Digital Product Manager, Associate Director, to lead Salesforce CRM product initiatives for the U.S. Business Unit. You will partner with business stakeholders to translate strategy into integrated roadmaps and enable critical patient services...
- ...Lila Sciences is seeking a Director of Product, Life Sciences, a strategic leader who will shape the future of therapeutic research and development capabilities. You will own the strategy, roadmap, and execution for products at the intersection of drug discovery, chemical...
Lila Sciences, Inc.
Cambridge, MA5 days ago - ...TriSearch is seeking a founding product marketing leader for cybersecurity, reporting directly to the executive team. This hands-on role will shape the go-to-market function, establish priorities and partner with leadership to build a scalable GTM engine. You will...Remote job
- ...Citigroup Inc. in Boston is seeking a senior Complex Assets Product Manager to lead day-to-day product management for complex financial instruments, set strategy, and coordinate product life cycles within the Complex Assets domain. The role requires deep hands-on knowledge...
- ...Converse Energy Footwear is seeking an senior product leader in Boston to define the multi-season roadmap, strategize around cultural opportunities and guide a global team of product managers, designers, and marketers. You will partner with creative partners, athletes...Relocation
- ...Daley And Associates, LLC. in Boston is seeking a Director of AI Product Management for Investment Workflows to lead product strategy for AI-enabled tools that support private equity, hedge funds, and multi-asset investment teams. You will translate complex needs into...
- ...Nike Inc. in Boston seeks aSenior Director, Global Footwear Product Management to lead a high-performing team across Product Management, Design, Development, Sourcing, Merchandising, and Regional teams. Build a global footwear portfolio balancing consumer relevance, innovation...
- Voktio is seeking a senior Product Manager to lead strategy and roadmaps for cloud infrastructure, compute, and GPU platforms supporting AI, HPC, enterprise, and cloud workloads. You will define vision, pricing, and roadmaps while partnering with Engineering on CPU/GPU,...
$237.7k - $356.5k
Job DescriptionGeneral Summary:The Senior Director, CMC Product Leader (T1D) will lead the Chemistry, Manufacturing, and Controls (CMC) functional team supporting cell therapy products within Biopharmaceutical Sciences - Cell & Gene Therapy. The role is accountable for...Full timeSummer workRemote workFlexible hours2 days per weekVertex Pharmaceuticals
Boston, MA2 days ago- ...Amgen seeks a Principal Product Quality Leader to provide technical expertise and product leadership for synthetic pharmaceutical programs.... ...evaluation of complex process and product quality data to support decision-making Communicate complex technical information...
Amgen
Cambridge, MA6 days ago $225k - $260k
...Leica Biosystems seeks a Scientific Global Product Leader to manage advanced staining reagents and AI-enabled diagnostic assays. The role defines product strategy, translates clinical and market insights into solutions, and partners cross-functionally to drive precision...Danaher
Boston, MA13 days ago- ...Credit Counseling, Inc. in Newton, MA is seeking a Director of Product & Technology to own the platform strategy and lead end-to-end development... ...solutions with a focus on scalable, compliant technology that supports growth. The director will guide vendors, manage a cross-...
$118.3k - $207.4k
...to answer faster. At Wolters Kluwer Health, the UpToDate suite supports millions of clinical decisions every day. As AI changes how clinicians... ...for, interpret, and apply clinical knowledge, we are building product experiences that make trusted guidance easier to access,...Full timeWork at officeWolters Kluwer
Waltham, MA12 hours ago- Biogen is seeking the Head of Quality for Device and Combination Products to lead the global quality strategy, overseeing the Device quality organization and quality activities across design, development, manufacturing and lifecycle management from our Cambridge, MA headquarters...
$59.4k - $89.1k
...DESCRIPTION: Join Unity Lab Services as a Team Leader managing operations at customer... ...delivering essential laboratory support services including inventory management,... ...performance evaluations. Assistance with production runs on a multi-kilo scale, Operation and...Full timeTemporary workWork at officeMonday to FridayCambridge, MAa month ago- ...Team Leader position at Thermo Fisher Scientific's Unity Lab Services managing laboratory... ...equipment maintenance, assist with production runs, and ensure preventative maintenance... ...Identify service expansion opportunities and support process improvement initiatives...Work at office
Thermo Fisher Scientific
Cambridge, MA10 days ago - ...Klaviyo in Boston is seeking a Senior Product Manager for Product-Led Growth (PLG) to shape onboarding, self-serve purchasing and monetization features across the platform. You will drive growth initiatives and collaborate with product, eng ineering, design, and monetization...
$237k
...Manufacturing, and Controls strategy for Type 1 Diabetes cell therapy products. The role involves developing integrated CMC plans across... ...Guide technology transfer to manufacturing sites and support production readiness and manufacturing execution Identify, assess...Vertex Pharmaceuticals
Boston, MA13 days ago$112k - $168k
...connect, communicate, and do their best work.We’re seeking a Production & Collaboration Technology Lead to own the strategy, delivery,... ..., while remaining hands-on in the design, implementation, and support of those environments.Personally lead and execute high-profile...Local areaKlaviyo
Boston, MA4 days ago$23.6 - $42.5 per hour
...descriptions. All positions must strive to support WFM core values and goals, promote... ...and labor targets. Maintains proper product assortment, merchandising, and inventory... ...productive working relationships with department leaders and with vendors. Sustains...Hourly payFull timePart timeSeasonal workWork at officeFlexible hoursNight shiftWhole Foods Market
Newton, MA1 day ago
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Leader, Product Support. Be the first to apply!
Related searches