Product Support Leader

Join our team as a Product Support Leader, where you will lead our customer support presence in collaboration with our Global Support Leadership Team and CX Leadership Team. You will manage daily support operations, build team culture, analyze incident and support metrics, drive AI adoption, and collaborate with various departments. This role offers a competitive salary, robust healthcare benefits, family-forming benefits, and four months of fully paid parental leave.

• Gérer les opérations de support quotidien, y compris la planification stratégique des ressources et du personnel, et servir de point de contact pour les escalades régionales.
• Diriger une équipe de support client performante, en possédant la direction de la gestion des incidents et en aidant à faire évoluer une organisation de support moderne et efficace.
• Analyser les incidents et les métriques de support pour informer les décisions de personnel et de processus, et rapporter les tendances à la direction de l'expérience client.

• The right person will be a steady, credible presence with customers and internal partners and will be someone who can help the team flourish, by building out their professional, product & technical skills, and working with key business partners to achieve company goals
• We’re looking for a leader who approaches Support from the lens of holistic customer lifecycle ownership and is excited to recruit, coach, and grow a team
• We're looking for someone who sees people leadership, incident readiness, and operational efficiency as one connected job
• We need leaders who are excited by innovation, and who can help us build and scale our global support strategy; adopting AI across day-to-day workflows and designing processes that enhance the customer and team experience
• Genuine enthusiasm for using AI in support, ideally with hands-on experience piloting or driving adoption
• Experience with Enterprise-grade support: managing high-stakes accounts holistically, building trust with sophisticated customers, and thinking beyond individual ticket resolution
• Working knowledge of support and incident tooling and industry best practices for world class customer service in technical support/services environment (e.g. Salesforce, Zendesk, JIRA, PagerDuty, or equivalent incident and support systems)
• Bachelor's degree in a life sciences related field is recommended (biology, microbiology, genetics, biotechnology, neurology, etc.) - direct research or lab experience is a big plus
• Coaches with empathy and exercises judgment prioritizing issues by urgency, severity, and customer health context
• Skilled in, or has strong aptitude for, customer-facing crisis communication:knowing what to say, when, and to whom during a live incident, and how to translate technical root cause into clear customer-facing narratives (RCAs/ISNs)
• Strong communicator and customer advocate – empathetic, resourceful, and detail-oriented, with excellent written and verbal skills across departments, remote teams, and external stakeholders. Comfortable working independently, adapting quickly to new demands, and solving complex problems with a strong sense of urgency and bias toward action
• Experienced leader with a track record of building and developing a team, with 2+ years management experience and 5+ years SaaS support or professional services – or demonstrated leadership, with experience assigning ticket work and managing queues and resources