Director, Customer Support

San Francisco, CA
Jun 13, 2018
Required Education
Bachelors Degree
Position Type
Full time

Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. Synthetic biologists will use our products to engineer how organisms produce cures to diseases, make everyday chemicals by using the atmosphere as the carbon source, enable plants to make their own fertilizers, and to create in-vivo diagnostics that alert us when we are sick, and many more applications.

What You’ll Be Doing

  • Lead the customer service function for Twist Bioscience, defining and executing on the vision of a concierge experience for Twist Bioscience customers, spanning the entire synthetic DNA product portfolio
  • Drive the successful onboarding of new customers with a focus on success criteria that will deliver revenue and customer retention
  • Directly manage complex customer interactions while balancing technical complexity and commercial requirements in a time-bound manner
  • Provide consistent customer experience feedback to Twist Bioscience executive, customer support, and product development teams to ensure continuous improvement to Twist Bioscience product and service offerings
  • Create KPI's and corresponding dashboards to measure customer success, driving a culture of customer centricity
  • Partner with Marketing to drive joint customer success stories and co-marketing opportunities, developing strategies to drive customer retention and customer advocacy
  • Coach, develop, and support continuous improvement in the performance of the customer service team
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer onboarding, adoption, and retention
  • Understand market trends and keep up-to-date with the latest news and developments impacting our industry

What You’ll Bring to the Team

  • 7+ years management experience in a customer-facing organization with increasing responsibilities and breadth of experience in companies of comparable size and complexity, ideally in the biotech/genomics industry
  • Ability and desire to thrive in a smaller private company environment where personal accountability and team management go hand in hand
  • Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization
  • Demonstrated track record in implementing programs and process improvements that result in increased customer renewals and greater customer satisfaction
  • Demonstrated track record of using data analytics to drive increased value for customers and partners
  • Successful in engaging cross-functional business and technical teams to provide timely issue resolution
  • Strong empathy for customers, a passion for customer insights and research rooted in placing the customer's wants and needs first
  • Previous experience leading a successful customer experience/success team in a rapid growth-oriented environment
  • Technical knowledge of logistics, purchasing, and sales operations including ecommerce preferred
  • Able to work in a fast paced and demanding environment
  • Excellent interpersonal, and communication skills, with high attention to detail
  • Ability to focus under pressure
  • Must be proactive with proven ability to execute on multiple tasks simultaneously
  • Excellent verbal and written communication skills and demonstrated attention to detail
  • Resourceful, action-orientated with the ability to get things done and overcome obstacles
  • Strong organizational and time management skills

About Twist Bioscience

At Twist Bioscience, our expertise is accelerating science and innovation by leveraging the power of scale. We have developed a proprietary semiconductor-based synthetic DNA manufacturing process featuring a high throughput silicon platform capable of producing synthetic biology tools, including genes, oligonucleotide pools and variant libraries. Our platform overcomes the current inefficiencies of synthetic DNA production, and enables cost-effective, rapid, high-quality and high throughput synthetic gene production, which in turn, expedites the design, build, test cycle to enable personalized medicines, pharmaceuticals, sustainable chemical production, improved agriculture production, diagnostics, biodetection and data storage. For more information, please visit Twist Bioscience is on Twitter. Sign up to follow our Twitter feed @TwistBioscience at

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.