Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $95k - $110k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Kalibri Labs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🏠 Real Estate

☁️ SaaS

Real Estate • Hospitality • SaaS

Kalibri Labs is a company that transforms the way hoteliers use data to improve performance and profitability. They offer solutions such as Hummingbird PXM and real estate investment tools that help boost profit contribution, accelerate asset value growth, and enhance commercial strategies. By leveraging actionable insights, Kalibri Labs enables hotels to generate revenue at lower costs, tackle workforce challenges, and make smarter decisions in a rapidly changing digital marketplace. Their technology addresses the needs of hotel owners and operators amidst digital disruption, providing tools for efficient customer acquisition and improved profitability.

📋 Description

• Lead, coach, and develop a team of Customer Support Representatives • Foster a collaborative team culture • Own SLA adherence, queue prioritization, and escalation handling • Monitor customer sentiment and support renewal-related tracking • Draft incident and special-situation customer communications • Work closely with Engineering and Product to triage bugs • Monitor key support metrics and provide regular reporting to leadership

🎯 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 • Familiarity with SaaS tools: Ticketing systems (Zendesk, Freshdesk), CRM systems (Salesforce Service Cloud), LMS platforms (Skilljar) • Excellent written and verbal communication skills • Strong organizational skills and attention to detail • High emotional intelligence and customer-first mindset • Bachelor's degree or equivalent experience

🏖️ 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