Customer Support Manager
New
K
KalibriHotel Industry
USFull-TimeManager
Salary95,000 - 110,000 USD per year
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Job Details
- Experience
- 2+ years of people management, 3–5+ years in customer support roles
- Required Skills
- People ManagementCross-functional collaborationZendesk
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.
- Comfortable learning and administering multiple SaaS tools such as ticketing systems, CRM (Salesforce Service Cloud), and LMS platforms (Skilljar).
- Willingness to personally own and resolve complex or long-running customer cases.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- High emotional intelligence and a customer-first mindset.
- Bachelor's degree or equivalent experience.
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.
- Own and maintain SOPs and the internal knowledge base.
- Run and grow the Training Academy, expanding internal knowledge resources.
- Monitor customer sentiment and support renewal-related tracking.
- Partner with Engineering, Product, Account Management, and Marketing teams to triage issues and advocate for the customer voice.
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