Technical Support Manager

This is a fully remote position, open to applicants in District of Columbia, +4 more states.

📋 Description

• Lead and cultivate a high-performing team while promoting operational excellence and continuous improvement in technical support.

• Improve customer experience through technical support operations, implementing process enhancements, and fostering cross-functional collaboration.

• Oversee technical support metrics, manage customer escalations, and drive strategic initiatives while nurturing a positive team culture centered on innovation and customer advocacy.

• Work collaboratively with Sales, Product Management, AS lab, and Data Science teams to ensure effective service delivery and uphold high levels of customer satisfaction.

⛳️ Requirements

• Bachelor’s degree in Molecular Biology or a related field, accompanied by 5+ years of experience in technical support operations or customer support; an advanced degree with 3+ years of experience is also acceptable.

• A minimum of 1 year of proven leadership or people management experience in developing and supporting teams.

• Preferred experience in hands-on work with laboratory instruments, proteomics, and PCR.

• Familiarity with service management systems and CRM platforms (e.g., Salesforce) is essential.

• Knowledge of process improvement methodologies (PPI, Lean) is required.

• Demonstrable project management experience and the ability to manage multiple initiatives concurrently.

• Preferred experience with laboratory systems and software integration.

• Must possess legal authorization to work in the United States without sponsorship, both now and in the future.

🏝️ Benefits

• A selection of national medical and dental plans, along with a national vision plan, including health incentive programs.

• Employee assistance and family support programs, encompassing commuter benefits and tuition reimbursement.

• A minimum of 120 hours of paid time off (PTO), 10 paid holidays per year, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability according to company policy.

• Retirement and savings programs, including our competitive 401(k) U.S. retirement savings plan.

• The Employees’ Stock Purchase Plan (ESPP) provides eligible colleagues with the opportunity to buy company stock at a discount.