Customer Support Manager

At Kalibri, we are helping to redefine and rebuild the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry: we harness cloud-native data pipelines with advanced AI/ML models to drive asset performance. Kalibri is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

About Kalibri:

At Kalibri, we are helping to redefine and rebuild the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry: we harness cloud-native data pipelines with advanced AI/ML models to drive asset performance. Kalibri is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

About the Role:

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. This is a hands-on leadership role ideal for someone with startup experience, a passion for scaling and building systems, and a desire to build a world-class support function in the hospitality tech space.

Primary Responsibilities:

• 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 hand-in-hand with the Technology team on a regular basis to troubleshoot issues, prioritize feature requests, and enhance the customer experience.

• Serve as a point of escalation for customer issues and partner cross-functionally to resolve root causes.

• Collaborate with Product, Account Management, and Engineering to triage bugs and inform feature priorities.

• Maintain deep expertise in our platform’s backend, integrations, pipelines, and system dependencies to guide team members and customers.

• Monitor key support metrics and provide regular reporting to leadership.

• Create and maintain internal documentation and customer-facing support materials.

• Help select and optimize support tools and systems (e.g., ticketing, reporting, automation).

• Drive support-related projects such as feature rollout preparedness, knowledge base development, or support tool migrations.

• Partner with Implementation and Account Management teams to lead post-sale technical onboarding projects.

• Monitor KPIs, produce weekly/monthly reports, and lead root cause analysis for recurring issues.

• Advocate for the voice of the customer across the organization.

Experience, Qualifications & Attributes

• 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 or customer onboarding.

• Experience building or improving support workflows, metrics, and escalation processes.

• Skilled in using ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud), managing user engagement tools, and developing and maintaining training content.

• Excellent written and verbal communication skills, with a focus on clarity and empathy.

• 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.

• Intermediate to advanced proficiency in Microsoft Excel, Word, and PowerPoint.

• Bachelor’s degree or equivalent experience.

• Preferred: Experience working in or supporting hospitality or travel industry clients.

• Preferred: Experience implementing or optimizing automation in customer support.

• Preferred: Background in a high-growth startup or scale-up environment.

Travel Requirements: Approx. 5–10% travel may be required for team or client events.

• 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

Compensation Range: $95K - $110K