Manager, Support – Managed Services

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Albert Invent

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🤖 Artificial Intelligence

🧬 Biotechnology

🔬 Science

💰 Seed Round on 2023-06

Artificial Intelligence • Biotechnology • Science

Albert Invent is an end-to-end platform that digitalizes synthesis, formulation, and materials science for the age of AI. It combines capabilities like inventory management, Electronic Lab Notebooks (ELN), Lab Information Management Systems (LIMS), and regulatory intelligence to streamline research and development processes. Trusted by thousands of chemists across 36 countries, Albert Invent enhances productivity and accelerates innovation in chemical research through the use of advanced AI and machine learning technologies.

📋 Description

• We’re looking for a Manager, Support & Managed Services to lead our global support team within the Grow organization. • This role reports to the Head of Customer Operations and is accountable for the day-to-day performance and health of a distributed team across the US, Europe, and India. • You’ll own what matters most in support: the quality of every partner interaction, the reliability of our SLAs, and the trust our partners place in Albert every time they raise an issue. • You’ll also be the bridge between our partners, our account teams, and engineering — triaging your team’s escalations, driving high-priority incidents to resolution, and making sure the right people have the right data to act. • Lead and develop a global support team spanning the US, Europe, and India — setting direction, managing capacity, and building a high-performance culture across time zones. • Triage issues raised by team members, helping them resolve blockers quickly and identifying patterns that need systemic fixes. • Run hiring, onboarding, and ongoing coaching for the team, fostering the technical depth and partner empathy that define great support. • Serve as the escalation point for complex, sensitive, or stalled issues — taking ownership when the team needs a senior voice.

🎯 Requirements

• Proven experience managing a customer-facing support or technical services team, ideally in a SaaS environment. • Track record of owning SLAs and building metrics reporting that drives real decisions. • Experience managing distributed or global teams — you know how to build culture and alignment across time zones. • Strong technical instincts: comfortable diving into a complex issue, understanding the problem, and knowing when to escalate vs. own it. • Excellent communication — with partners, with your team, and with senior leadership. • Experience working cross-functionally with Engineering and Product as an escalation and feedback partner. • Comfort with support tooling (e.g., Front, Zendesk) and project/issue tracking (e.g., Jira, Linear). • BS or MS in Chemistry, Materials Science, Chemical Engineering, or a related field. • Technical experience with APIs, SQL, or Python scripting. • Familiarity with AI-powered SaaS products and the support nuances they introduce.

🏖️ Benefits

• We care about you. Albert works hard to create a positive environment for our employees, and we think your life outside of work is important too. • We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful — every day.