Customer Support Manager - Remote

Overview

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.

In Short

• Lead, coach, and develop a high-performing team of Customer Support Representatives.
• Oversee daily support operations, including SLA adherence, queue prioritization, and escalations.
• Audit and improve current support processes to increase speed, accuracy, and customer satisfaction.
• Identify and implement opportunities for workflow automation and self-service solutions.
• Work with the Technology team to troubleshoot issues and prioritize feature requests.
• Serve as a point of escalation for customer issues and partner cross-functionally.
• Collaborate with Product, Account Management, and Engineering teams.
• Maintain expertise in platform’s backend, integrations, and system dependencies.
• Monitor key support metrics and provide regular reporting to leadership.
• Create and maintain internal documentation and customer-facing support materials.

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.
• Project management experience coordinating cross-functional initiatives.
• Experience building or improving support workflows and escalation processes.
• Skilled in using ticketing systems like Zendesk or Salesforce Service Cloud.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• High emotional intelligence and a customer-first mindset.
• Intermediate to advanced proficiency in Microsoft Office tools.
• Bachelor’s degree or equivalent experience.

Benefits

• Fully remote work with a thriving company culture.
• Robust medical, dental, and vision plans.
• 401k plan with employer match.
• Flexible Paid Time Off.
• $250 new hire allowance for home office setup.