VP, Global Support

Job description

Twist Bioscience’s silicon-based DNA synthesis platform supports one of the broadest portfolios in genomics and synthetic biology, from synthetic genes, oligo pools and antibody libraries to NGS target enrichment and biopharma discovery services. As the portfolio and our global customer base grow, the support experience is a key part of what sets Twist apart. We are looking for 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 who sees where customer engagement is heading (digital self-service, AI-assisted support, proactive and data-driven service) and builds the teams, tools and processes to get there. Above all, you are customer centric: you put the customer at the center of every decision and build a team that does the same. You will make it easy for every customer, in every region and through every channel, to get fast, expert help on any Twist product. ## **What You Will Do** **Vision and strategy** - **Customer-centric culture:** Champion a customer-centric mindset across Global Support and throughout Twist. Make sure the customer’s needs, experience and success guide every process, policy and decision, and model that behavior every day. - **Global support vision:** Define and carry out a multi-year strategy that makes Global Support a competitive advantage for Twist and delivers a consistent, concierge-level experience across the full product portfolio. - **Forward-looking service model:** Anticipate changes in customer expectations and technology, and invest ahead of them. This includes self-service portals, knowledge management, AI/chatbot and agent-assist tools, and proactive order and issue communication. - **Scalable operations:** Design support processes, staffing models and tiered escalation paths that grow with volume and new products without sacrificing quality. **Multi-channel customer engagement** - **Omnichannel support:** Lead support across email, live chat, web portal and e-commerce, plus virtual scientific consultation, with consistent service levels and a single view of the customer. - **Segment-tailored service:** Adjust support models for different customer types, such as pharma/biotech, academic and government, clinical and diagnostic labs, and high-volume e-commerce users. This includes dedicated support for strategic accounts. - **Partner and distributor support:** Build support programs, training and escalation paths for distributors and channel partners in regions served through them. - **Seamless handoffs:** Partner with Sales, Field Application Scientists, Customer Success and Marketing so customers move smoothly from purchase to onboarding, adoption and ongoing use. **Multi-product technical excellence** - **Scientific technical support:** Ensure the team has deep, current expertise across synthetic biology (genes, oligos, clonal genes), NGS workflows (target enrichment, library prep, panels) and biopharma products and services. - **New product readiness:** Work with Sales Enablement, Product Management and R&D so support teams are trained, documented and staffed before each product launch. - **Voice of the customer:** Turn support data and customer feedback into clear insights for the executive, product, operations and quality teams, and drive root-cause fixes that reduce repeat issues. - **Complex issue resolution:** Oversee high-impact customer situations, balancing technical complexity, quality requirements and customer relationships under time pressure. **Global leadership and operating rigor** - **Regional leadership:** Lead and develop managers in the Americas, EMEA and APAC, balancing global standards with local language, time zone, cultural and regulatory needs. - **Team and talent:** Recruit, coach and retain a high-performing, diverse organization of support specialists and PhD-level scientists, with clear career paths and training. - **KPIs and dashboards:** Set and report on service metrics (CSAT, NPS, first-contact resolution, response and resolution times, backlog, self-service deflection) and use them to drive continuous improvement. - **Tools and systems:** Own the support technology stack (e.g., Salesforce Service Cloud or equivalent, knowledge base, chat, AI tools) in partnership with IT. - **Retention and advocacy:** Drive programs that improve onboarding, product adoption and loyalty, and partner with Marketing on customer success stories. - **Quality and compliance:** As a member of Top Management under the quality management system, support the Quality Policy and Objectives, take part in Management Reviews, manage complaint handling, and ensure the team meets customer and regulatory requirements. ## **What You Bring** **Required** - 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. - A 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. **Preferred** - 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. **How you lead** - **Forward-looking:** You spot emerging trends in customer engagement and act on them early. - **Builder and scaler:** You design support models, not just run them, and you are comfortable with ambiguity. - **Customer centric:** You lead with empathy and a customer-centric mindset. You put customers’ science and needs at the center of your work, see issues through their eyes, and build that mindset across the team. - **Collaborative influencer:** You build strong partnerships with Sales, Product, Operations, Quality and senior leadership. - **People developer:** Strong people want to work for you, and you grow the next generation of leaders. - **Calm under pressure:** You stay focused, organized and accountable in a fast-paced environment. ## **About Twist Bioscience** Twist Bioscience is a leading synthetic biology and genomics company that has developed a disruptive DNA synthesis platform to industrialize 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 uses this platform to serve customers working in healthcare, agriculture, industrial chemicals, academic research and beyond, with products spanning synthetic genes and oligos, NGS target enrichment, and antibody discovery and development services. The base cash compensation for this California-based role is below. In addition to base salary, this role is eligible for bonus, equity, and a generous benefits package. Final compensation amounts are determined by multiple factors, including candidate skill, experience, expertise, and location and may vary from the amount listed above. Compensation may be different in other locations. San Francisco Bay Area Pay Range $281,000—$320,000 USD