Note: The job is a remote job and is open to candidates in USA. Kalibri is a company redefining the hotel industry, focusing on innovative solutions through cloud-native data and AI/ML models. They are seeking a proactive Customer Support Manager to lead the support team's operations, manage customer interactions, and enhance internal knowledge management.
Responsibilities
- Lead, coach, and develop a team of Customer Support Representatives
- Foster a collaborative team culture where individual growth and collective success go hand in hand
- Own SLA adherence, queue prioritization, and escalation handling
- Serve as a point of escalation for complex or long-running customer issues, personally owning resolution where needed
- Own and maintain SOPs and our internal knowledge base
- Run and grow our Training Academy, expanding internal knowledge resources with an eye toward future customer-facing potential
- 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
- Draft incident and special-situation customer communications for leadership approval
- Work closely with Engineering and Product to triage bugs, flag customer-impacting issues, and stay ahead of upcoming changes
- Partner with Account Management to escalate patterns, trends, or account-specific concerns that may need their attention or intervention
- Partner with Marketing to keep customer-facing messaging aligned with what support is hearing from customers
- Monitor key support metrics and provide regular reporting to leadership
- Advocate for the voice of the customer across the organization
Skills
- 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
- Comfortable learning and administering multiple SaaS tools on the fly, such as: 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
- Solid people-management foundation, with experience developing talent and building team cohesion
- Bachelor's degree or equivalent experience
- 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
- Fully remote work, with a thriving company culture
- Robust medical, dental, and vision plans through Blue Cross Blue Shield, including a $0 cost plan for employees and subsidized coverage for dependents
- 401k plan with employer match
- Flexible Paid Time Off
- $250 new hire allowance for home office setup
Company Overview