Kadence

Customer Support Manager

Kadence

full-time

Posted on:

Origin:  • 🇺🇸 United States • Utah

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Job Level

Mid-LevelSenior

Tech Stack

SaltStack

About the role

  • Email Monitoring – Monitor support inboxes for customer feedback, product questions, and troubleshooting requests. Ensure timely, accurate, and professional responses.
  • Customer Communication – Answer incoming calls, providing assistance and resolving issues courteously and effectively.
  • Bug Ticket Creation – Create detailed bug reports in JIRA based on customer issues, collaborate with engineering on priorities, and communicate clear timelines to customers.
  • Professional Services Coordination – Work closely with the design team on service requests, ensuring customer requirements are captured and delivered accurately.
  • Support Documentation – Assist in creating and updating customer support documentation to keep it current and easy to understand.
  • Escalation Management – Serve as the liaison for high-priority or at-risk accounts, ensuring timely resolution and follow-up.
  • Support Process Optimization –Suggest and implement improvements to ticket handling workflows, SLAs, and escalation paths.
  • Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation in tools like Zendesk, HubSpot, or Intercom.
  • Product Feedback Collection – Log recurring customer suggestions or frustrations, prioritizing them for the product team.

Requirements

  • Proficiency with Google Workspace and Microsoft Office.
  • Experience using CRMs such as Front, HubSpot, or Zendesk.
  • Familiarity with JIRA or similar ticketing tools.
  • Previous customer-facing experience (e.g., retail, customer service, technical support).
  • Understanding of Single Sign-On (SSO) and Identity Services/Active Directory a plus.
  • Excellent communication and interpersonal skills.
  • Strong organizational skills and attention to detail.
  • Self-motivated, proactive, and able to work independently as well as in a team.