Kalibri · 3 weeks ago
Customer Support Manager
United States
Full-time
Remote
Lead/Staff
$95K/yr - $110K/yr
3+ years expKalibri 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.
Big DataHospitalityAnalytics
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
Qualification
Required
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
Preferred
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
Kalibri
Powered by unmatched transaction-level data and predictive AI, Kalibri pinpoints profit opportunities, streamlines commercial decisions, and helps find cash flow opportunities and grow asset value.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$10M2017-05-24Series Unknown· $10M
2013-01-01Seed
Leadership Team
Cindy Estis Green
Co-founder and CEO
Mark Lomanno
Partner and Senior Advsor
Recent News
2025-07-29
2025-04-22
Company data provided by crunchbase