Client Support Manager

KODE Labs, inc.; Detroit (MI); Vor Ort; USD 120.000 - 170.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Discretionary bonus

Dynamic team environment

Flexible PTO

Social events and team-building

Zusammenfassung

KODE Labs, based in Detroit, Michigan, is seeking a Client Support Manager to elevate our global support operations and deliver world‑class client experiences.

You will define the global strategy, hire and coach a high‑performing team, set operational KPIs, own enterprise SLAs, lead incident response, and drive automation with Product and Sales. If you have a proven record scaling SaaS support and collaborating across functions, join us to transform the built environment.

Qualifikationen

• 5+ years building and scaling SaaS support operations.
• 2+ years managing enterprise customer support.
• Hands-on with ticketing/reporting systems (Zoho Desk, Zendesk, Salesforce Service Cloud).
• Proven ownership of enterprise SLAs, incident command, and KB/self-service ecosystems.
• Strong cross-functional collaboration with Product, Engineering, Deployments, and Sales.

Aufgaben

• Define and own global support strategy and roadmap.
• Hire, lead, and coach a high-performing support team.
• Set OKRs and KPIs for the support function.
• Own enterprise SLAs and platform availability targets; deliver regular reporting.
• Lead incident response and continuity management.
• Monitor support analytics and feed insights to Product/R&D.
• Drive automation and tooling improvements (routing, triage, AI assistants).
• Lead client engagement and adoption initiatives (webinars, communities, QBRs).

Kenntnisse

SaaS support ops

Enterprise support

Cross-functional collaboration

Data & analytics

Incident management

Tools

Zoho Desk

Zendesk

Salesforce Service Cloud

Jobbeschreibung

• Country United States

Job Description

KODE Labs is an industry leader in smart building technology, transforming how buildings operate to make them more intelligent, efficient, and sustainable at scale. We’re looking for a Client Support Manager to join our team and lead the transformation of our support operations into a world‑class function, ensuring exceptional client experiences across the globe.

As a Client Support Manager, you will play a critical role in scaling our support operations, driving operational excellence, and building processes, tooling, and engagement programs that empower our clients and internal teams alike.

WHAT YOU WILL DO:

• Define and own the global support strategy and roadmap, including staffing, tiering, regional coverage, SLAs, playbooks, and automation.
• Hire, lead, and coach a high‑performing support team to deliver best‑in‑class results and client experiences.
• Set OKRs and operational KPIs for the support function and ensure ongoing measurement and improvement.
• Own enterprise SLA commitments and platform availability targets; deliver regular reporting to leadership and clients.
• Lead incident response and continuity management, directly contributing to resolving mission‑critical issues.
• Monitor support analytics (MTTR, backlog, escalation rates, recurring problem reduction, KB deflection) and feed insights into Product/R&D to drive continuous improvement.
• Drive automation and tooling improvements (ticket routing, triage, AI assistants) to increase efficiency and accuracy.

Client Engagement & Continuity

• Build and maintain a knowledge base strategy, including content lifecycle, release‑linked updates, and quality governance.
• Coordinate internal readiness programs for product releases and migrations, ensuring seamless transitions for clients.
• Lead client engagement and adoption initiatives such as webinars, communities, and quarterly business reviews in partnership with Client Success and Marketing.

Requirements

• 5+ years building and scaling SaaS support operations, with 2+ years managing enterprise customer support.
• Hands‑on experience with ticketing/reporting systems (Zoho Desk, Zendesk, Salesforce Service Cloud, or similar) and support analytics.
• Proven ownership of enterprise SLAs, incident command, and KB/self‑service ecosystems.
• Deep cross‑functional collaboration experience with Product, Engineering, Deployments, and Sales.
• Demonstrated success scaling global support teams, including tiering, staffing, automation, and operational playbooks.

Preferred:

• Experience with IoT, Building Management Systems (BMS), or industrial/OT environments.
• Familiarity with cloud platforms (GCP), APIs, and integrations.
• Background in Real Estate or Facilities Management.
• Previous engineering experience or a strong technical mindset.

• Competitive salary based on experience
• Discretionary bonus program
• Dynamic and collaborative team environment
• Flexible paid time off
• Regular social events and team‑building activities

JOIN THE TEAM:

KODE Labs, founded in 2017, is changing the way people, buildings, and systems operate. Headquartered in Detroit, Michigan, we’re driving the adoption of smart building technology nationwide. At KODE, results speak louder than titles, and every team member has the opportunity to make a meaningful impact.

When you join KODE Labs, you have the freedom to shape your career while helping us revolutionize the built world.