Administration Support Specialist
Guidant Financial
Customer Support Manager
Kalibri Labs
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $110,000 per year
Job Level
JuniorMid-Level
Tech Stack
Cloud
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.
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 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.
