Scientific Service Lead

Your mission as the Scientific Service Lead is to guide a high-performing team that delivers exceptional scientific services, ensuring our clients receive accurate, reliable, and user-focused support. You will enhance the user experience by promoting quality control, efficiency, and proactive collaboration with customer success, data science, and product teams. Through continuous improvement and a commitment to innovation, you will drive service enhancements that not only meet but exceed client expectations, positioning our company as a trusted partner in scientific service excellence.

Team Management and Performance Oversight:

• Conduct regular team and individual calls to discuss service performance, observations, and important updates.

• Foster a collaborative and approachable team environment that strives for the best user experience.

• Plan monthly shifts and adjust based on resources, client projects, timezones, public holidays and other factors.

• Oversee budget through forecasting costs and checking against real spendings. 

Quality Control and Compliance:

• Ensure that the manual transcription Word Error Rate (WER) stays below 3%.

• Perform daily quality control checks on user chunks from the previous business day.

Customer Success Collaboration:

• Proactively reach out to the customer success team if your team notices struggling users or not great user experience.

• Maintain close collaboration with the customer success team to ensure optimal user support and satisfaction.

Service Improvement and Innovation:

• Identify and implement approaches to improve services through automation or the addition of new services.

• Collaborate with the product team to ensure they are aware of functionality users are attempting that is not currently available.

Data Science Collaboration:

• Work closely with the data science team to ensure training data is clean and adheres to expected rules and patterns.

Tooling and IT Support:

• Collaborate with the backend team to improve tooling and enhance service delivery.

• Troubleshoot IT issues for the team to ensure smooth service operations.

• MSc. in Biotechnology, Biology, or related fields.

• More than 2 years of experience in a wet lab environment.

• At least 2 years of experience leading a team that provides services to customers.

• Knowledge of AI, including NLP models, and their applications in scientific processes.

• Exceptional organizational skills and attention to detail.

• Strong collaborative skills and an approachable demeanor.

• Commitment to delivering the best user experience.

• Tech affinity 

• Ability to troubleshoot IT issues effectively.

Great to have:

• Experience in a customer-facing role within the scientific or biotechnology industry.

• Familiarity with quality control processes and standards.

• Ability to think strategically about service improvements and automation.

English: Fluent to business fluent (C1)
German: Fluent to business fluent (C1)

• Work in the dynamic environment of laboratory innovation initiatives with a diverse and international 
• team.
• Office, home office or hybrid: we offer flexible working models depending on your role and requirements.
• Personalized onboarding, training, and career development so that you can quickly grow into your position and develop further.
• Modern work equipment so that you are well-prepared for your work.
• 28 days' vacation and flexible working hours, with core working hours from 10 a.m. to 4 p.m.
• Subsidy for public transportation in Berlin or bike sharing.
• Regular team and company events.

Our team consists of dynamic, multidisciplinary, and international professionals who aim to change the landscape of scientific research and laboratory management. Labforward brings together experts in software development, data science, life sciences, and engineering with a shared passion for innovation, science, and chemical and pharmaceutical development.

Our mission, vision, and products make a difference - the solutions we develop support scientists and lab staff, making their work easier and paving the way for breakthrough discoveries, innovative drug development, and environmentally friendly chemicals. We are shaping the laboratory of the future together as a team and with our customers and partners.

Our people are the most important thing - Labforward offers the unique opportunity to grow into roles. With flexible working hours and policies for remote working and professional development, we strive to create the best possible working environment.

Our culture matters - we are a growing, international company: our employees support each other, are agile and inclusive.Our Website: www.labforward.io 
Our YouTube Channel: https://youtu.be/VlOnM4IV9xAVisit our career page:  https://www.labforward.io/careers/ ;
Write an email to our People and Culture Team: [email protected]