Customer Support Manager

About Kadence

Kadence is a fast-paced, early-stage, venture capital-backed B2B SaaS company, and we're looking for a motivated Customer Support Manager in the Salt Lake City area to help us deliver exceptional customer experiences and maintain our growth momentum.

The ideal candidate is organized, detail-oriented, technically curious, and genuinely energized by helping customers succeed. You'll be one of the first people our users reach when they hit a question or a snag - guiding them through issues, coordinating fixes with our engineering and design teams, and making sure they get the most value out of Kadence. You'll sit at the center of the customer experience, working shoulder-to-shoulder with our Customer Success, Engineering, and Design teams, and you'll directly influence customer satisfaction, retention, and the long-term success of our platform.

We're looking for someone who is empathetic, resourceful, and thrives in ambiguity. You should be proactive in finding solutions, comfortable digging into technical problems, and eager to grow alongside a scaling SaaS startup. Kadence serves customers around the world, so a bit of flexibility across time zones and comfort collaborating asynchronously goes a long way.

Your Responsibilities

• Support Inbox & Customer Communication – Own our support inbox (email and in-app chat via Intercom), delivering timely, accurate, and professional responses. You'll work alongside our AI support agent (Fin), handling the escalations and nuanced issues it can't resolve on its own, and making sure nothing falls through the cracks.

• Customer Calls – Jump on calls with customers when a conversation is faster or clearer live — walking through an issue, gathering detail on a complex request, or reassuring an account through a tricky moment. Comfort and experience getting on calls with customers is a must.

• Floorplans & Professional Services Coordination – This is a core, high-volume part of the role. You'll intake floorplan requests from customers (new buildings and floors, added or removed desks and rooms, calendar changes, and edits), translate them into clear, well-structured tickets for our Design/Floorplans team, and manage the back-and-forth as designers ask clarifying questions. You'll keep customers informed from submission through completion, and you'll be meticulous about building, room, and desk details.

• Bug Reporting, Triage & Release Verification – Reproduce and investigate customer-reported issues (often on test accounts), then create detailed, well-documented bug tickets in Jira. You'll collaborate directly with Engineering to triage priority, recognize when something is a regression or warrants a hotfix, communicate realistic timelines to customers, and verify fixes once they ship to production.

• Keeping Customer Success in the Loop – Serve as a communication hub between Engineering and the Customer Success team. You'll proactively keep CSMs up to speed on active bugs, known issues, workarounds, hotfixes, and new releases — so account owners are never caught off guard and can speak confidently to their customers.

• Escalation & Tiered Support – Work within our tiered support model, coordinating closely with Customer Success Managers on high-priority, technical, or at-risk accounts to ensure timely resolution and follow-up.

• Support Documentation & Help Center – Create and maintain clear, up-to-date customer-facing documentation. Strong help content directly powers better AI deflection and self-serve resolution, so this work has outsized impact.

• Support Process Optimization – Suggest and implement improvements to ticket-handling workflows, SLAs, escalation paths, and the way we route floorplan and bug work.

• Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation across our support stack (e.g., Intercom, Jira, and HubSpot).

• Product Feedback Collection – Capture recurring customer suggestions and frustrations, spot patterns, and prioritize them for the Product team.

Your Skills and Experience

• Previous customer-facing support experience, ideally in a technical or B2B SaaS environment.

• Experience with a customer support / helpdesk platform (Intercom, Zendesk, or similar) — bonus points for having worked alongside an AI support agent such as Fin.

• Experience with issue-tracking tools such as Jira (or similar), and comfort creating clear, reproducible bug reports.