Manager, Support & Managed Services

Albert Invent

2d • Remote

About The Position

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. This is a role for someone who is equally comfortable rolling up their sleeves on a complex escalation and building the reporting infrastructure that tells leadership how the team is performing week over week.

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. You write clearly and speak plainly.
• 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.

Responsibilities

• 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.
• Own SLA definitions, monitoring, and compliance across the global team — ensuring partners receive timely, consistent responses that meet or exceed contracted commitments.
• Build and maintain metrics reporting at two levels: account-specific performance reports delivered to account teams, and broader operational health reporting for leadership.
• Identify trends in volume, resolution time, CSAT, and escalation rate, and translate those into clear recommendations.
• Report to leadership on team performance, risk, and opportunity on a regular cadence.
• Lead the response to high-priority and critical incidents — coordinating across the team, communicating clearly with partners, and driving issues through to resolution.
• Act as the primary liaison with Engineering and Product for complex escalations — providing crisp problem descriptions, reproduction steps, and business context so issues are prioritized and resolved efficiently.
• Ensure smooth two-way feedback between support and product: surface recurring issues, usability pain points, and partner needs in a form Engineering and Product can act on.
• Personally own a portion of the support queue — taking select tickets end-to-end, especially the ones that benefit from a senior, experienced hand.
• Run point directly on a subset of high-priority or technically thorny incidents, doing the investigation and troubleshooting yourself rather than only directing from above.
• Stay current on platform capabilities and configuration by working real cases, keeping your technical instincts sharp and your escalation judgment grounded in firsthand experience.
• Use what you learn in the queue to inform coaching, spot systemic patterns earlier, and make your reporting to leadership more accurate and specific.

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 work hard and we play hard.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager