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.