ABOUT KADENCE

As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we’re looking for a motivated Customer Support Manager in Salt Lake City area to help us deliver exceptional customer experiences and maintain our growth momentum.
The ideal candidate will be organized, detail-oriented, and passionate about helping customers succeed. You’ll be the first point of contact for many of our users — guiding them through questions, solving challenges, and ensuring they get the most value out of Kadence. In this role, you’ll directly influence customer satisfaction, retention, and the long-term success of our platform.
We are looking for someone who is empathetic, resourceful, and thrives in a fast-paced environment. You should be proactive in identifying solutions, comfortable using technology, and eager to grow alongside a scaling SaaS startup.

YOUR SKILLS AND EXPERIENCE

• Proficiency with Google Workspace and Microsoft Office.
• Experience using CRMs such as Front, HubSpot, or Zendesk.
• Familiarity with JIRA or similar ticketing tools.
• Previous customer-facing experience (e.g., retail, customer service, technical support).
• Understanding of Single Sign-On (SSO) and Identity Services/Active Directory a plus.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.
• Self-motivated, proactive, and able to work independently as well as in a team.

• Email Monitoring – Monitor support inboxes for customer feedback, product questions, and troubleshooting requests. Ensure timely, accurate, and professional responses.
• Customer Communication – Answer incoming calls, providing assistance and resolving issues courteously and effectively.
• Bug Ticket Creation – Create detailed bug reports in JIRA based on customer issues, collaborate with engineering on priorities, and communicate clear timelines to customers.
• Professional Services Coordination – Work closely with the design team on service requests, ensuring customer requirements are captured and delivered accurately.
• Support Documentation – Assist in creating and updating customer support documentation to keep it current and easy to understand.
• Escalation Management – Serve as the liaison for high-priority or at-risk accounts, ensuring timely resolution and follow-up.
• Support Process Optimization –Suggest and implement improvements to ticket handling workflows, SLAs, and escalation paths.
• Automation & Tooling – Identify opportunities to streamline repetitive tasks through automation in tools like Zendesk, HubSpot, or Intercom.
• Product Feedback Collection – Log recurring customer suggestions or frustrations, prioritizing them for the product team.