Kadence

Customer Support

• Support Inbox & Customer Communication – Own our support inbox (email and in-app chat via Intercom), delivering timely, accurate, and professional responses.
• Customer Calls – Jump on calls with customers when a conversation is faster or clearer live — walking through an issue, gathering detail on a complex request, or reassuring an account through a tricky moment.
• Floorplans & Professional Services Coordination – You'll intake floorplan requests from customers (new buildings and floors, added or removed desks and rooms, calendar changes, and edits), translate them into clear, well-structured tickets for our Design/Floorplans team, and manage the back-and-forth as designers ask clarifying questions.
• Bug Reporting, Triage & Release Verification – Reproduce and investigate customer-reported issues (often on test accounts), then create detailed, well-documented bug tickets in Jira.
• Keeping Customer Success in the Loop – Serve as a communication hub between Engineering and the Customer Success team.
• Escalation & Tiered Support – Work within our tiered support model, coordinating closely with Customer Success Managers on high-priority, technical, or at-risk accounts to ensure timely resolution and follow-up.
• Support Documentation & Help Center – Create and maintain clear, up-to-date customer-facing documentation.
• Support Process Optimization – Suggest and implement improvements to ticket-handling workflows, SLAs, escalation paths, and the way we route floorplan and bug work.
• Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation across our support stack (e.g., Intercom, Jira, and HubSpot).

Customer Support Manager

Designer

• Recreate customers' real-world office layouts as accurate, to-scale digital floorplans in Sketch, working from supplied PDFs, images, and architectural drawings.
• Build each plan precisely - walls, furniture, labels, desks, offices, and meeting rooms - following Kadence's grouping, naming, and colour conventions so every floorplan imports and renders correctly in-product.
• Use our Space Mapper plugin to map each desk and space to the correct record from the platform's data export.
• Work through floorplan requests from our Jira board, managing your own queue and turnaround times.
• Optimise and export floorplans as SVGs, upload them to customer accounts, and QA each plan in the live product - troubleshooting grouping, perimeter, and interaction issues until everything displays and behaves correctly.
• Keep our floorplan master files, customer folders, and versions tidy and correctly named, so the team can always find the latest source.
• Spot recurring issues and suggest improvements to the templates, plugins, and process to make the pipeline faster and more reliable.

Customer Support Manager

Digital Floorplan Designer