WHAT YOU WILL DO:
Management & Leadership
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.
Support Response & Resolution
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.
Benefits
Competitive salary based on experience
Discretionary bonus program
Career development opportunities
Comprehensive health insurance package
Dynamic and collaborative team environment
Flexible paid time off
Regular social events and team-building activities
JOIN THE TEAM:
When you join KODE Labs, you have the freedom to shape your career while helping us revolutionize the built world.
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