Global Client Support Leader - Smart Buildings & SaaS

Kinetic Search Strategies, LLC; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Kinetic Search Strategies, LLC is seeking a Client Support Manager to build and lead a global, world-class support organization. This remote role partners with Product, Engineering, and Client Success to deliver exceptional customer experiences, scale operations, and implement AI-driven processes.

You will drive strategic direction, establish metrics, and oversee SLA commitments while mentoring a high-performing team across regions and time zones.

Qualifications

• 5+ years of SaaS customer support leadership, including enterprise teams.
• 2+ years leading enterprise support teams.
• Experience managing enterprise SLAs and incident response.
• Hands-on with Zendesk, Zoho Desk, Salesforce Service Cloud or similar.
• Strong analytical skills to measure KPIs and drive improvements.
• Ability to partner with Product, Engineering, Sales and Customer Success.

Responsibilities

• Build a global support department from the early stages.
• Influence company direction beyond day-to-day operations.
• Lead AI, IoT, and smart-building technology initiatives.
• Define and execute global customer support strategy (staffing, tiers, coverage).
• Hire, mentor, and develop a high-performing support team.
• Establish OKRs and operational metrics, drive continuous improvement.
• Own enterprise SLA commitments and incident response.
• Analyze metrics like MTTR, backlog, escalations, knowledge base usage.
• Coordinate readiness for new product releases and migrations.
• Lead customer engagement initiatives with success and marketing teams.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Analytical mindset

Tools

Zendesk

Zoho Desk

Salesforce Service Cloud

Job description

Kinetic Search Strategies, LLC is seeking a Client Support Manager to build and lead a global, world-class support organization. This remote role partners with Product, Engineering, and Client Success to deliver exceptional customer experiences, scale operations, and implement AI-driven processes.

You will drive strategic direction, establish metrics, and oversee SLA commitments while mentoring a high-performing team across regions and time zones.