VP, Global Support

Twist Bioscience•South San Francisco, CA

15h•$281,000 - $320,000•Onsite

About The Position

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 strategic role focused on building teams, tools, and processes for the future of customer engagement, including digital self-service, AI-assisted support, and proactive service. The ideal candidate will be customer-centric, ensuring customers receive fast, expert help on all Twist products through any channel and in any region. The role involves defining and executing a multi-year strategy to make Global Support a competitive advantage, anticipating changes in customer expectations and technology, and designing scalable operations to support growth.

Requirements

15+ years of progressive experience in customer-facing roles.
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, shown by a track record of championing the customer’s perspective, advocating for customers internally, and building customer-centric cultures.
Bachelor’s degree in Biology, Biochemistry, Chemistry, Engineering, or a related field.

Nice To Haves

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.

Responsibilities

Champion a customer-centric mindset across Global Support and throughout Twist.
Define and carry out a multi-year strategy for Global Support to deliver a consistent, concierge-level experience across the full product portfolio.
Develop a forward-looking service model including self-service portals, knowledge management, AI/chatbot and agent-assist tools, and proactive communication.
Design support processes, staffing models, and tiered escalation paths that scale with volume and new products.
Lead omnichannel support across email, live chat, web portal, e-commerce, and virtual scientific consultation.
Adjust support models for different customer types (pharma/biotech, academic, government, clinical/diagnostic labs, e-commerce users), including dedicated support for strategic accounts.
Build support programs, training, and escalation paths for distributors and channel partners.
Partner with Sales, Field Application Scientists, Customer Success, and Marketing for seamless customer transitions.
Ensure the technical support team has deep, current expertise across synthetic biology, NGS workflows, and biopharma products and services.
Collaborate with Sales Enablement, Product Management, and R&D to ensure support readiness 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 requirements, and customer relationships.
Lead and develop managers in the Americas, EMEA, and APAC, balancing global standards with local needs.
Recruit, coach, and retain a high-performing, diverse organization of support specialists and scientists.
Set and report on service metrics (CSAT, NPS, first-contact resolution, response and resolution times, backlog, self-service deflection) to drive continuous improvement.
Own the support technology stack in partnership with IT.
Drive programs that improve onboarding, product adoption, and loyalty.
Support the Quality Policy and Objectives, manage complaint handling, and ensure team compliance with customer and regulatory requirements.