FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer support operations, including staffing, incident management, and process improvement. Proficient in utilizing support tools and AI technologies to enhance service delivery and customer satisfaction.
Highest-signal resume keywords
Customer Support ManagementIncident ManagementSaaS Support ExperienceCrisis Communication SkillsAI Adoption in Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Support Tooling KnowledgeIncident AnalysisMetrics ReportingTicket ManagementTechnical Account Management
Soft Skills
Excellent Communication SkillsProblem-SolvingAdaptabilityTeam BuildingLeadership
Tools & Technologies
SalesforceZendeskJIRAPagerDutyAI Tools
Industry Keywords
SaaSCustomer ExperienceLife SciencesEnterprise SupportProfessional Services
About the role
Key responsibilities & impact- Lead the regional customer support team in collaboration with Global Support Leadership and CX Leadership
- Manage daily support operations, including strategic resourcing and staffing
- Serve as the first-line contact for regional escalations and understand scientist pain points
- Build team culture through regular meetings, recognition, career-growth conversations, and professional development
- Partner with the Incident Center of Excellence to mature incident processes, post-incident reviews, action-item closure, communication playbooks, and severity-based response criteria
- Build and operate a sustainable off-hours coverage model, including recruiting, training, and rotating as an escalation responder
- Analyze incident and support metrics, including volume, severity trends, time-to-resolution, and communication timeliness
- Report support trends to CX leadership and use them to inform staffing and process decisions
- Drive adoption of AI tools across support workflows to reduce ticket-handling time and surface account context
- Collaborate with Build, Product, Technical Account Managers, Customer Success, and Professional Services on customer issues and incidents
- Keep help content and product knowledge current
- Represent Support at customer visits, bootcamps, Benchtalk, conferences, and other customer-facing events as needed
Requirements
What you’ll need- 2+ years of management experience
- 5+ years of SaaS support or professional services experience, or demonstrated leadership with experience assigning ticket work and managing queues and resources
- Working knowledge of support and incident tooling and industry best practices for technical customer service/support environments
- Experience with Salesforce, Zendesk, JIRA, PagerDuty, or equivalent incident and support systems
- Customer-facing crisis communication skills, including translating technical root cause into clear customer-facing narratives such as RCAs/ISNs
- Experience with Enterprise-grade support and high-stakes account management
- Genuine enthusiasm for using AI in support; hands-on experience piloting or driving adoption is advantageous
- Bachelor's degree in a life sciences-related field is recommended, not required
- Direct research or lab experience is a plus
- Excellent written and verbal communication skills
- Ability to work independently, adapt quickly, solve complex problems, and act with urgency
- Ability to work onsite in Boston, Massachusetts, 3 days per week: Monday, Tuesday, and Thursday
Benefits
Comp & perks- Equity
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with employer match
- Wellness benefits
- Commuter benefits
- Flexible hybrid work arrangement
- AI-focused onboarding/interview exercise and support for integrating AI into day-to-day work