Customer Success Representative

At Kalibri Labs, we are helping to redefine and rebuild the way performance metrics are viewed in the hotel industry. We are looking for passionate, energetic, and hardworking people with an entrepreneurial spirit, who dream big and challenge the status quo. We are working on cutting-edge solutions for the industry as they navigate the recovery process. We are using our big data coupled with machine learning and AI to help highlight the path forward. Kalibri Labs is growing, so if you’re ready to make a difference and utilize your talents across a groundbreaking organization, please keep reading!

Kalibri Labs, a SAAS start-up in the hospitality industry, is looking for a Customer Success Representative whose contributions will make a real impact in this growing, supportive and innovative company. This entry-level position will work closely with various teams, including Account Management, Sales & Marketing and Fulfillment, gaining valuable insights and skills. Applicants with a passion for the hotel industry, a desire to begin their career in Customer Success and aspirations to develop into other customer-facing roles such as account management or sales are highly encouraged to apply. The Customer Success Representative will be responsible for assisting with support requests from customers, performing periodic data audits, assisting with ad-hoc analysis and participating in fulfillment operations as needed.

This position reports to the Director, Commercial Strategy Solutions. This is a 100% remote position, working 9am to 5:30pm or 8am to 4:30pm Eastern Time. This is a full-time, hourly, non-exempt role, meaning the employee is eligible for overtime pay in accordance with federal and state labor laws.

Responsibilities:

• Client support email/ticket monitoring and response - provide resource materials and support for clients across the full Kalibri suite of products.

• Ensure adherence to SLAs through internal escalation rubric - collecting appropriate information for conducting root cause analysis and troubleshooting.

• Monitor and manage long-term or complex customer tickets to ensure consistent progress, timely updates and resolution.

• Collaborate with cross-functional teams (Support, Product, Engineering) to escalate and track resolution of systemic or recurring issues.

• Client implementation and configurations - assisting the Account Management Team with preparation for the onboarding and training of clients across the full product suite.

• Updating client records in Salesforce and monitoring data ingestion between Kalibri products and tools.

• Audit support processes and workflows to identify gaps, inefficiencies, or compliance risks and recommend improvements.

• Proactively surface customer risk indicators tied to unresolved issues or delayed support actions.

• Support the development and refinement of customer-facing support procedures and knowledge base content.

• Update internal constituents on ticket trends and escalation patterns impacting customer health.

• Assist the Kalibri team with ad hoc analyses when needed for system audits and project planning.

• Assist the Account Management and Sales team with fulfilling customer requests, including custom data solutions for customers.

• Assist the Account Management team with the data necessary for account planning and periodic business reviews.

• Reformatting of client data to facilitate bulk implementations.

Required Skills:

• Desire to work in a dynamic environment for a growing hospitality SaaS company.

• Excellent problem solving and analytical ability.

• Excellent attention to detail and organization skills.

• Excellent verbal and written communication skills.

• Ability to be flexible and multi-task.

• Ability to work autonomously driving progress by meeting deadlines.

• Intermediate proficiency in Microsoft Excel (comprehension of basic formulas, data visualization experience and pivot table knowledge a plus).

• Proficiency with adjusting formatting throughout the Microsoft product suite (i.e. Word and PowerPoint).

• Bachelor’s degree preferred.

Bonus points for prior knowledge or interest in:

• Business intelligence tools (i.e. Looker).

• Project management tools (JIRA, Salesforce).

• Design tools (Canva, Learning Management Systems).

To protect the interests of all parties, Kalibri Labs, LLC (“Kalibri”) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Kalibri, including unsolicited resumes sent to a Kalibri mailing address, fax machine or email address, directly to Kalibri employees, or to Kalibri's resume database will be considered Kalibri property. Kalibri Labs will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Kalibri Labs will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Kalibri Labs is committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. Kalibri Labs' equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, or any other status protected by law.

The Benefits

• All positions are fully remote.

• We cover 75% of the cost of medical insurance premiums for employees & their dependents with three medical plans through Blue Cross, Blue Shield.

• We cover 75% of the cost of dental and vision insurance premiums for employees & their dependents.

• We provide a 50% 401k match of the first 6% of the employee's contribution (for a max of 3%).

• We also provide $50,000 of life insurance, Long-term disability and an Employee Assistance Program.

• All new hires receive a $250 allowance to help them set up their home office.