Global SaaS Support Lead — Automation & CX Excellence

KODE Labs, inc.; Detroit (MI); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Dynamic team environment

Flexible PTO

Social events and team-building

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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).

Skills

SaaS support ops

Enterprise support

Cross-functional collaboration

Data & analytics

Incident management

Tools

Zoho Desk

Zendesk

Salesforce Service Cloud

Job description

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.