Manager, Customer Support
Location: Waterloo, Ontario, Canada (On-site)
About Kaleidescape
Kaleidescape is the industry leader in high-fidelity home theatre entertainment, delivering an unparalleled cinematic experience through cutting-edge hardware, software, and digital movie technology. Our fully integrated entertainment platform brings together proprietary movie players, servers, software, and a premium digital movie store to deliver reference-quality video, lossless audio, and an award-winning user experience. For 25 years, we have pioneered how people experience movies at home. Headquartered in Silicon Valley, with our principal engineering team in Waterloo, Ontario, Kaleidescape continues to push the boundaries of home entertainment while expanding its presence in the global premium entertainment market.
About the role
Kaleidescape is seeking a technically capable manager to lead our small remote customer support team.
You will deliver exceptional support to customers and dealers while developing the team and improving the processes, tools, and knowledge resources that support consistent, scalable service.
This is a hands-on, cross-functional leadership role. You will guide complex escalations, help solve technical issues, develop your team, and work closely with Engineering, Product Management, and Sales to improve the customer experience.
Travel to the Company's main office in Mountain View, California may be required.
What you will do
- Lead and develop the team. Mentor and coach support professionals, set clear expectations, and build a culture of accountability, collaboration, and continuous improvement.
- Own customer and dealer resolution. Ensure responsive, professional, and empathetic support. Personally manage sensitive or complex escalations and drive issues through to resolution.
- Build team capability. Establish onboarding and ongoing technical and customer-service training. Maintain documentation, knowledge bases, and dealer resources that help the team and customers succeed.
- Improve support operations. Strengthen workflows, case management, service quality, and performance reporting. Introduce automation, AI-assisted tools, and self-service capabilities where they improve efficiency, consistency, and customer experience. Establish and monitor meaningful performance metrics.
- Solve and prevent technical issues. Oversee troubleshooting of complex product, networking, and system-integration issues. Partner with Engineering and Product Management to resolve recurring problems and turn customer feedback into product improvements.
- Support revenue opportunities. Identify relevant product, upgrade, and service opportunities, and partner with Sales to track and pursue them against agreed revenue goals.
What you bring
- Experience leading, mentoring, coaching, or managing technical support professionals.
- Exceptional communication skills, with strong empathy, diplomacy, and conflict-resolution abilities.
- Strong technical aptitude, analytical thinking, and structured troubleshooting skills.
- Proven initiative in improving processes, implementing tools, and increasing operational efficiency.
- Experience with customer support platforms, case management systems, and performance reporting.
- Strong organizational skills, sound judgment, and the ability to manage competing priorities.
- A customer-first mindset with a passion for developing people and delivering excellent service.
- Experience in technical support, IT, consumer electronics, or a related technical field.
Preferred, but not required:
- Experience with high-end audio/video systems, home automation, networking, or consumer electronics.
