Customer Support Manager
Benefits
Unlimited PTO
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About the Role:
- Lead day-to-day operations of the support team, manage SLAs, and own escalation resolution.
- Maintain internal knowledge base, Training Academy, and customer health monitoring.
What You'll Do:
- Manage team queue, conduct regular reporting, and draft incident communications.
- Triage bugs with Engineering, flag trends with Account Management, align messaging with Marketing.
What You Bring:
- 2+ years of people management in customer support, 3-5+ years in SaaS support roles.
- Strong documentation skills, comfort with multiple SaaS tools, and a customer-first mindset.
What We Offer:
- Fully remote work with a thriving company culture.
- Robust medical, dental, and vision plans, 401k match, and flexible PTO.
- $250 new hire allowance for home office setup.
Kalibri Labs
Kalibri Labs helps redefine and rebuild the hotel industry using cloud-native data pipelines and advanced AI/ML models. The company is growing and seeks passionate, entrepreneurial individuals who dream big and challenge the status quo.