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KODE Labs · 5 hours ago

Client Support Manager

Detroit, MI

Full-time

Onsite

Senior Level

5+ years exp

KODE Labs is an industry leader in smart building technology, transforming how buildings operate to make them more intelligent, efficient, and sustainable at scale. They are looking for a Client Support Manager to lead the transformation of their support operations into a world-class function, ensuring exceptional client experiences across the globe.

Internet of ThingsSmart Building

Hiring Manager

Olta Beka

Responsibilities

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

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

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

Qualification

SaaS support operationsTicketing/reporting systemsEnterprise SLAsScaling global support teamsCloud platformsCross-functional collaborationIoT experienceBuilding Management SystemsReal Estate backgroundTechnical mindset