Customer Support Manager

Kalibri is helping to redefine and rebuild the hotel industry, seeking a proactive, detail-oriented Customer Support Manager. The role involves leading the support team's operations, managing a team of representatives, and ensuring high-quality service while maintaining internal documentation and customer health monitoring.

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

Requirements:

• 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