Support Specialist
San Francisco, CA

Job Description

Over the next 10 years, biotech will fundamentally rewrite the way we live. Gene editing and cell therapy will dramatically change how we treat cancer and other major illnesses. Biofuels and biomaterials will transform the cars we drive, the clothes we wear, and the makeup of everyday objects. Crop science and synthetic biology will produce sustainable and ethical food. Benchling's mission is to accelerate the research that propels us towards this future, and magnify its impact, through modern software.

Every day, scientists around the world use Benchling in their efforts to solve humanity's most pressing problems. For these scientists, Benchling is the central technology they use to conduct their research.

Benchling was founded by a team of MIT graduates and has raised funding from Benchmark, Andreessen Horowitz, Thrive Capital, and Y Combinator. Our customers include pharmaceutical giants, leading biotechs, and the world's most renowned research institutes.

Benchling is building a world-class customer success team to drive adoption in enterprise. You will be supporting a product that transforms how research teams work together. This role will revolve around building a strong relationship with the customer base and developing a deep understanding of their R&D process.

RESPONSIBILITIES

* Be the first line contact for inbound product questions and issues for our users (ranging from academic to assigned customer contacts), this includes engagement through to completion, typically via chat, email as of now
* Properly escalate unresolved issues to appropriate internal teams (e.g. engineering, CSM) and track through to resolution
* Provide strong written documentation across the spectrum of duties (for user communications, internal research and escalation, and build out of FAQ/Knowledge content
* Develop and optimize training programs including written and video collateral
* Develop deep knowledge of our customers, including industry, types of research, scientists, heads of research, IT managers, and other stakeholders

REQUIREMENTS

* BS or M.Sc. in Molecular Biology, Biochemistry, Genetics, or similar life science field, required.
* Some experience (1-2 years) in a lab or research setting highly recommended. You empathize with scientists and can quickly understand complicated scientific concepts.
* Strong written skills in all medium. You are an excellent communicator and can quickly connect with a range of industry stakeholders, including scientists, project leads, and executives.
* Autonomous and proactive. Outstanding self-starter approach with the ability to be successful given limited initial infrastructure.
* Curious, creative, and tenacious. You are an advocate for customers and roll up your sleeves.

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

* Beautiful, light-filled office in the Financial District of SF
* Monthly health & wellness stipend (up to $100/month on a gym membership, running shoes, or even a massage)
* 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.