Manager, Support & Managed Services
Albert helps chemists change the world by building technology that understands how they work. As chemists ourselves, we know whatit’slike when softwaredoesn’twork the way you do — stuck with systems built by people who never spent a dayatthe bench.That’swhy we created Albert OS, the first AI-native operating system for materials science, designed to remove every obstacle between curiosity and discovery.
We are looking for an ambitious and results-driven Manager, Managed Services & Support to join our growing team. If you are passionate aboutcutting-edgetechnology and thrive in a fast-paced, mission-driven environment, we want to hear from you.
What you'll do
We’relooking for a Manager, Support & Managed Services to lead our global support team within theGroworganization. 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’llown 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’llalso 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.
Team leadership & operations
- 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 andidentifyingpatterns that need systemic fixes.
- Run hiring, onboarding, and ongoing coaching for the team, fostering the technical depth and partner empathy thatdefinegreat support.
- Serve as the escalation point for complex, sensitive, or stalled issues — taking ownership when the team needs a senior voice.
SLA management & metrics
- Own SLA definitions, monitoring, and compliance across the global team — ensuring partners receivetimely, consistent responses that meet or exceed contracted commitments.
- Build andmaintainmetrics reporting at two levels: account-specific performance reports delivered to account teams, and broader operational health reporting for leadership.
- Identifytrends in volume, resolution time, CSAT, and escalation rate, and translate those into clear recommendations.
- Report toleadership on team performance, risk, and opportunity ona regularcadence.
High-priority issues & engineering partnership
- 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.
Hands-on partner work
- Personally own aportionof the support queue — taking select tickets end-to-end, especially the ones thatbenefitfrom a senior, experienced hand.
- Run pointdirectly 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