Customer Support Manager

Kalibri is seeking a proactive and process-minded Customer Support Manager to lead and evolve our support team during a critical period of growth. You’ll oversee a team of Customer Support Representatives, refine support operations, and drive initiatives that improve response efficiency, automation, and the overall customer experience. Responsibilities include leading, coaching, and developing a high-performing team of Customer Support Representatives, overseeing daily support operations, improving current support processes, identifying and implementing opportunities for workflow automation and working with the Technology team to troubleshoot issues and enhance the customer experience. The role also requires monitoring key support metrics, providing regular reporting to leadership, creating and maintaining documentation, optimizing support tools and systems and partnering with other teams to lead post-sale technical onboarding projects. The ideal candidate will have experience in a customer support role within a SaaS and will have excellent communication and organizational skills.