Kalibri Labs
Customer Support Manager
US
Sponsorship not specifiedDetected 1 day ago
RESTMachine LearningData EngineeringData VisualizationConfluenceSalesforceCRMAccount ManagementCustomer SupportZendeskLeadershipCommunicationOrganizational Skills
About the role
- Foster a collaborative team culture where individual growth and collective success go hand in hand.
- Serve as a point of escalation for complex or long-running customer issues, personally owning resolution where needed.
- Run and grow our Training Academy, expanding internal knowledge resources with an eye toward future customer-facing potential.
Responsibilities
- Lead, coach, and develop a team of Customer Support Representatives.
- Own SLA adherence, queue prioritization, and escalation handling.
- Own and maintain SOPs and our internal knowledge base.
- Create and maintain internal documentation as processes evolve.
- Monitor customer sentiment (e.g., NPS/detractor response) and support renewal-related tracking.
- Manage shared inbox triage and ensure timely, high-quality responses across support channels.
- Partner with Account Management to escalate patterns, trends, or account-specific concerns that may need their attention or intervention.
- Monitor key support metrics and provide regular reporting to leadership.
Requirements
- 5-10% travel may be required for team or client events.
- 2+ years of people management experience in a customer support or service environment.
- 3-5+ years in customer support roles within a SaaS, data, or tech-enabled services company.
- Strong documentation and knowledge-management skills - this is a bigger part of the role than the title suggests.
- Ticketing systems (Zendesk, Freshdesk)
- CRM systems (Salesforce Service Cloud)
- LMS platforms (Skilljar)
- Willingness to personally own and resolve complex or long-running customer cases.
- Excellent written and verbal communication skills with a focus on clarity and empathy, especially for customer-facing comms drafting.
- Strong organizational skills and attention to detail in a fast-paced, remote environment.
- High emotional intelligence, customer-first mindset, and a drive for continuous improvement.
Nice to have
- Familiarity with Salesforce case management, Skilljar, Confluence, Zoom, Pendo, or Jira.
- Familiarity with BI tools (e.g., Tableau, Looker)
- Experience working in or supporting hospitality or travel industry clients.
- Experience with support automation (macros, bots, auto-routing).
- Background in a startup or scale-up environment.
Benefits
- Robust medical, dental, and vision plans through Blue Cross Blue Shield, including a $0 cost plan for employees and subsidized coverage for dependents
- Flexible Paid Time Off
- $250 new hire allowance for home office setup
Company info
- At Kalibri, we are helping to redefine and rebuild the hotel industry.
- We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo.
- Fully remote work, with a thriving company culture
- Partner with Marketing to keep customer-facing messaging aligned with what support is hearing from customers.
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This listing is sourced directly from Kalibri Labs's careers page and normalized into a canonical job model.