Customer Support Manager

About Kalibri

Kalibri aims to transform the hotel industry by leveraging innovative technologies such as cloud-native data pipelines and advanced AI/ML models to enhance asset performance. We seek passionate, energetic professionals with entrepreneurial mindsets who aspire to challenge norms and achieve big goals. Join us to contribute your skills in a pioneering organization that's actively growing.

Role Overview

We are looking for a proactive and detail-oriented Customer Support Manager to lead our support team’s daily operations. This leadership role involves managing a team of Customer Support Representatives, overseeing SLA adherence and escalations, and taking ownership of the internal knowledge base, Training Academy, and monitoring customer health for part of our client portfolio. The role emphasizes maintaining a structured and efficient support operation that consistently delivers excellent service while strengthening collaboration with other departments.

Primary Responsibilities

• Lead, mentor, and develop Customer Support Representatives, fostering a culture that balances individual growth and team success.
• Manage queue prioritization, ensure SLA compliance, and handle escalation processes effectively.
• Personally address and resolve complex or prolonged customer issues when necessary.
• Maintain and update Standard Operating Procedures (SOPs) and the internal knowledge base.
• Develop and expand the Training Academy to increase internal expertise and prepare for future customer-facing initiatives.
• Ensure internal documentation is kept current as processes change.
• Track customer sentiment metrics such as Net Promoter Score (NPS) and support efforts related to renewals.
• Oversee shared inbox management to guarantee timely and high-quality customer responses.
• Draft customer communications for incidents or unusual situations, securing approval from leadership.
• Collaborate closely with Engineering and Product teams to escalate bugs and highlight customer-impacting issues.
• Work with Account Management to escalate trends or account concerns requiring attention.
• Coordinate with Marketing to align customer messaging with frontline support feedback.
• Monitor key support metrics and regularly report findings to leadership.
• Advocate for customer needs across the organization.

Qualifications and Experience

• At least 2 years of experience managing people in a customer support or service environment.
• 3 to 5+ years of direct customer support experience in SaaS, data, or technology-enabled service companies.
• Strong skills in documentation and managing knowledge resources.
• Ability to quickly learn and use multiple SaaS tools including ticketing systems (Zendesk, Freshdesk), CRM platforms (Salesforce Service Cloud), and Learning Management Systems (Skilljar).
• Willingness to personally address complex or ongoing customer support cases.
• Excellent communication skills, both verbal and written, with a strong emphasis on clarity and empathy, particularly in drafting customer-facing communications.
• Exceptional organizational abilities and meticulous attention to detail in a fast-moving remote work environment.
• High emotional intelligence, customer-centered approach, and eagerness to pursue continuous improvement.
• Solid foundation in people management including experience in talent development and team building.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Experience with Salesforce case management, Skilljar, Confluence, Zoom, Pendo, or Jira platforms.
• Familiarity with business intelligence tools such as Tableau and Looker.
• Background in the hospitality or travel sectors.
• Experience using support automation tools like macros, bots, or auto-routing setups.
• Prior work experience in startup or scale-up companies.

Additional Information

• Travel requirement is approximately 5 to 10% for team or client events.

Benefits

• Fully remote work environment complemented by a strong company culture.
• Extensive medical, dental, and vision insurance plans through Blue Cross Blue Shield, including a zero-cost plan for employees and subsidized dependent coverage.
• 401(k) retirement plan with employer matching contributions.
• Flexible paid time off policy.
• A $250 allowance for new hires to setup a home office.

Compensation

The annual salary range for this position is $95,000 to $110,000.