VP, Global

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.

• 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.

• 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.

• 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.

• 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,…