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About the Role

Twist Bioscience is seeking a Vice President, Global Support to lead Customer Support and Scientific Technical Support across the Americas, EMEA, and APAC. This is a builder's role for a forward-looking leader focused on digital self-service, AI-assisted support, and proactive, data-driven service. The ideal candidate is customer-centric, ensuring customers receive fast, expert help through any channel.

Responsibilities

Define and execute a multi-year strategy to make Global Support a competitive advantage.
Anticipate changes in customer expectations and technology to invest in self-service portals, knowledge management, AI/chatbot, and proactive communication.
Design scalable support processes, staffing models, and escalation paths.
Lead omnichannel support across email, live chat, web portal, e-commerce, and virtual scientific consultation.
Tailor support models for diverse customer segments, including strategic accounts and partner/distributor support.
Ensure seamless handoffs with Sales, Field Application Scientists, Customer Success, and Marketing.
Maintain deep expertise across synthetic biology, NGS workflows, and biopharma products.
Ensure support teams are trained, documented, and staffed for new product launches.
Translate support data and customer feedback into actionable insights for executive, product, operations, and quality teams.
Oversee high-impact customer situations, balancing technical complexity, quality, and customer relationships.
Lead and develop regional managers in the Americas, EMEA, and APAC.
Recruit, coach, and retain a high-performing, diverse organization with clear career paths.
Set and report on service metrics (CSAT, NPS, FCR, response/resolution times, backlog, self-service deflection) to drive continuous improvement.
Own the support technology stack in partnership with IT.
Drive programs to improve onboarding, product adoption, and loyalty.
Support the Quality Policy and Objectives as a member of Top Management, manage complaint handling, and ensure team compliance.

Requirements

15+ years of progressive experience in customer-facing roles, including 8+ years leading customer support, technical support, or customer experience organizations, ideally in life sciences tools, genomics, or biotech.
Proven track record leading global, multi-region support teams across time zones, 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 measurably improving customer satisfaction, resolution times, and retention using data and analytics.
Strong technical knowledge of molecular biology, synthetic biology, and/or NGS (e.g., gene assembly, cloning, library preparation, sequencing).
Experience working within a quality management system (e.g., ISO 9001 / ISO 13485) and customer complaint processes.
A customer-centric approach, demonstrated by championing the customer’s perspective, advocating internally, and building customer-centric cultures.
Bachelor’s degree in Biology, Biochemistry, Chemistry, Engineering, or a related field.
PhD or other advanced degree in a life science discipline (Preferred).
Experience supporting clinical or diagnostic customers (Preferred).
Background in order management, logistics, and e-commerce operations (Preferred).
Experience in a high-growth public company (Preferred).
Multilingual and/or experience living and working outside the US (Preferred).

Skills

Customer Support
Scientific Technical Support
Digital Self-Service
AI-Assisted Support
Data-Driven Service
Customer Centricity
Omnichannel Support
Knowledge Management
AI/Chatbot Tools
Agent-Assist Tools
Synthetic Biology
NGS Workflows
Biopharma Products
Quality Management Systems
Customer Complaint Handling
Leadership
Team Development
Data Analytics
Customer Satisfaction Improvement
Resolution Time Improvement
Retention Improvement
Salesforce Service Cloud
Order Management
Logistics
E-commerce Operations

Location

California

Work Type

Full-time

Experience Level

15+ years of experience
8+ years of leadership experience

Education Level

Bachelor's degree in Biology, Biochemistry, Chemistry, Engineering or a related field
PhD or other advanced degree in a life science discipline

Salary/Compensations

$281,000—$320,000 USD

Benefits

Bonus
Equity
Generous benefits package

About the Company

Twist Bioscience is a leading synthetic biology and genomics company with a disruptive DNA synthesis platform that industrializes the engineering of biology.
The core of the platform is a proprietary technology that pioneers a new method of manufacturing synthetic DNA by “writing” DNA on a silicon chip.
Twist serves customers in healthcare, agriculture, industrial chemicals, and academic research with products including synthetic genes and oligos, NGS target enrichment, and antibody discovery and development services.