Manager, Support – Managed Services
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Job Description
Manager of global support team ensuring quality interactions and reliability for AI-native OS in materials science. Lead operations, manage incidents, and coordinate with engineering teams.
Responsibilities:
- 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.
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