KODE Labs Jobs

Client Support Manager

KODE Labs

Client Support Manager

Reposted 2 Months Ago

Remote

Hiring Remotely in United States

Senior level

Remote

Hiring Remotely in United States

Senior level

The Client Support Manager will transform support operations by developing a support strategy, leading a team, managing SLAs, and enhancing client engagement processes.

The summary above was generated by AI

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:

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:

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.

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