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.
The Benefits
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
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Emory Healthcare is hiring a Patient Arrival Specialist in Atlanta to provide welcoming, accurate check-in, registration, and customer service to patients arriving at our facilities.
Provide empathetic, efficient inbound customer support for Travelers' business insurance customers in Spokane Valley, resolving inquiries across systems while developing your skills in a collaborative, benefits-rich environment.
Audi Minneapolis is hiring a Service Administrator to coordinate service appointments, welcome clients, and support the service team at a busy, premium dealership.
Presbyterian Healthcare Services seeks a detail-oriented Scheduler in Espanola to provide patient-centered appointment coordination, referrals, messaging support, and demographic maintenance.
Serve as the first point of contact in SFO’s 24/7 Airport Integrated Operations Center, managing inquiries, logging incidents, coordinating responses, and enhancing the passenger experience.
Williams Lea, by RRD is hiring an onsite Receptionist in Los Angeles to manage the front desk, answer multi-line phones, greet visitors, and support administrative operations.
Cadence Health is hiring a Remote Proactive Titration Licensed Practical Nurse to communicate medication titration plans to patients, coordinate with clinicians, and document care in a HIPAA-compliant virtual environment.
Support the ServiceNow platform by troubleshooting customer issues, analyzing causes, and coordinating solutions while meeting federal personnel screening requirements.
Boyd Gaming is hiring Rewards Representatives at Diamond Jo Casino in Northwood, IA to provide courteous player enrollment and account support at $15.50/hr.
Audi of Nashville is hiring a Service Receptionist to professionally handle internet inquiries, schedule service appointments, and maintain CRM records to ensure a premium customer experience.
Christian Brothers Automotive in Norwalk is hiring a customer-focused Automotive Service Advisor to manage guest interactions, coordinate repairs, and support a high-volume shop while keeping weekends closed.
Keeper Security is hiring a bilingual (Spanish) Systems Support Engineer to deliver advanced technical support and resolution analysis for enterprise customers on a mid/weekend shift.
Customer.io is hiring a part-time Customer Success contractor to triage customer requests, troubleshoot integrations and workflows, and deliver strategic guidance across Americas business hours.
Kalibri Labs is headquartered in Rockville, Maryland. Kalibri Labs is an analytics company that operates a platform to assist hotels to improve their profit contribution by predicting and evaluating performance net of acquisition costs.
2 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
