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:Management & LeadershipDefine 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 & ResolutionOwn 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 & ContinuityBuild 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.Requirements5+ 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.BenefitsCompetitive salary based on experienceDiscretionary bonus programCareer development opportunitiesComprehensive health insurance packageDynamic and collaborative team environmentFlexible paid time offRegular social events and team-building activitiesJOIN 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.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 & LeadershipDefine 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 & ResolutionOwn 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 & ContinuityBuild 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.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:
WHAT YOU WILL DO:Management & Leadership
Management & Leadership- Define and own the global support strategy and roadmap, including staffing, tiering, regional coverage, SLAs, playbooks, and automation.
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.
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.
Set OKRs and operational KPIs for the support function and ensure ongoing measurement and improvement.
Support Response & Resolution
Support Response & Resolution- Own enterprise SLA commitments and platform availability targets; deliver regular reporting to leadership and clients.
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.
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.
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.
Drive automation and tooling improvements (ticket routing, triage, AI assistants) to increase efficiency and accuracy.
Client Engagement & Continuity
Client Engagement & Continuity- Build and maintain a knowledge base strategy, including content lifecycle, release-linked updates, and quality governance.
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.
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.
Lead client engagement and adoption initiatives such as webinars, communities, and quarterly business reviews in partnership with Client Success and Marketing.