Customer Support Manager

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. We are working on cutting-edge solutions for the industry: we harness cloud-native data pipelines with advanced AI/ML models to drive asset performance. Kalibri is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

ABOUT THE ROLE:

Kalibri is seeking a proactive, detail-oriented Customer Support Manager to lead our support team's day-to-day operations. You'll manage a team of Customer Support Representatives, own SLAs and escalations, and take ownership of our internal knowledge base, Training Academy, and customer health monitoring for a portion of our customer base.

This is a hands-on leadership role for someone who takes pride in running a tight, well-documented support operation. Kalibri's support team already delivers a high bar of service to customers - this role is about keeping that bar high, keeping it well-documented, and strengthening how support connects with the rest of the business.

PRIMARY RESPONSIBILITIES:

TEAM & QUEUE MANAGEMENT

• 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.

KNOWLEDGE MANAGEMENT & TRAINING ACADEMY

• 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.

CUSTOMER HEALTH & COMMUNICATIONS

• 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.

CROSS-FUNCTIONAL PARTNERSHIP

• 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.

EXPERIENCE, QUALIFICATIONS & ATTRIBUTES

MUST-HAVE:

• 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.

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.

Travel Requirements: Approx. 5–10% travel may be required for team or client events.

THE 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