VP, Global Support

The role

The Vice President, Global Support will lead Customer Support and Scientific Technical Support across the Americas, EMEA and APAC. This leader will build teams, tools, and processes to deliver a multi-channel, customer-centric service model for a broad product portfolio.

What you will do

• Define and carry out a multi-year global support strategy
• Design scalable support processes, staffing models, and tiered escalation paths
• Lead omnichannel support across email, live chat, web portal, e-commerce, and virtual consultation
• Adjust support models for different customer segments including pharma, academic, and government
• Build support programs and training for distributors and channel partners
• Partner with Sales, Field Application Scientists, Customer Success and Marketing
• Ensure technical expertise across synthetic biology, NGS workflows, and biopharma products
• Turn support data and customer feedback into insights for executive and product teams
• Lead and develop managers in the Americas, EMEA and APAC
• Support the Quality Policy and Objectives as a member of Top Management

Required qualifications

• 15+ years of progressive experience in customer-facing roles
• 8+ years leading customer support, technical support or customer experience organizations
• Proven track record leading global, multi-region support teams including managers of managers
• Experience supporting a broad, technical, multi-product portfolio across diverse customer segments
• Hands-on experience building and scaling omnichannel support, including digital self-service, knowledge management and support automation or AI tools
• Track record of improving customer satisfaction, resolution times and retention using data and analytics
• Strong technical knowledge of molecular biology, synthetic biology and/or NGS
• Experience working within a quality management system (e.g., ISO 9001 / ISO 13485) and customer complaint processes
• Bachelor’s degree in Biology, Biochemistry, Chemistry, Engineering or a related field

Nice to have

• PhD or other advanced degree in a life science discipline
• Experience supporting clinical or diagnostic customers
• Background in order management, logistics and e-commerce operations
• Experience in a high-growth public company
• Multilingual and/or experience living and working outside the US

Benefits

• Bonus
• Equity
• Generous benefits package

About the company

Twist Bioscience is a synthetic biology and genomics company that uses a silicon-based DNA synthesis platform to manufacture synthetic DNA. The company serves customers in healthcare, agriculture, industrial chemicals, and academic research.