Manager, Support – Managed Services

Albert Invent

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.

Posted 7/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing a global support team, ensuring high-quality partner interactions and adherence to SLAs. Possesses technical expertise in APIs, SQL, and Python scripting, with a focus on fostering a culture of collaboration and continuous improvement.

Highest-signal resume keywords

Customer-Facing Support ManagementSLA Ownership and Metrics ReportingGlobal Team LeadershipTechnical Problem SolvingCross-Functional Collaboration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

APIsSQLPython ScriptingMetrics ReportingTechnical Support Management

Soft Skills

Excellent CommunicationTeam DevelopmentProblem Resolution

Tools & Technologies

FrontZendeskJiraLinear

Industry Keywords

SaaSCustomer OperationsTechnical ServicesPartner Empathy

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.