Biotech Support Operations Manager

2 months ago


Alameda, California, United States Alveo Technologies Full time
About Alveo Technologies

We are a pioneering biotechnology company that has revolutionized molecular detection and diagnostics. Our cutting-edge platform enables early pathogen detection, empowering global health, food security, and supply chain resilience. With a passion for delivering exceptional customer service, we are seeking an experienced leader to oversee all aspects of customer and technical support operations.

Job Description
  • Customer Engagement: Build strong relationships with key clients, serving as the primary point of contact for addressing inquiries, resolving issues, and proactively identifying opportunities to enhance customer experience.
  • Issue Resolution: Manage customer escalations and complex inquiries, utilizing problem-solving skills and technical expertise to effectively address issues and ensure timely resolution. Expand and maintain repository of technical support and training materials.
  • Process Design and Improvement: Review existing processes and rapidly identify areas of improvement that can enhance scalability, compliance, and customer experience. Build out NetSuite Support CRM in accordance with Alveo QMS and ISO regulations.
Requirements
  • Experience: Minimum of 5+ years of experience in customer support or related roles within the biotech or pharmaceutical industry.
  • Education: Bachelor's degree in life sciences, business administration, or related field; advanced degree preferred.
  • Skills: Strong project management and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels. Mastery of CRM systems (NetSuite and Salesforce a bonus) and proficiency in Microsoft Office suite.

Estimated Salary: $170,000 - $217,000 per year



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