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 Responsibilities

• 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.

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.

Your Benefits

• Hybrid (ability to work from wherever works best for you) — ideally located near our Salt Lake City, UT hub
• Competitive salary
• Equity stock options program.
• Health insurance + 401(k).

By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company. This means you'll have access to resources, mentorship, and a network of experienced professionals who are committed to helping you succeed.

You'll also have the chance to play a critical role in shaping the future of the company and making a real impact in the Future of Work.

We believe hybrid work will reshape the way the world works for the next century. We’re so passionate about this that we’ve crafted the Hybrid Manifesto — please check it out before applying for the role.