About Kisi

We are Kisi, a physical security tech company revolutionizing how businesses access and secure their spaces.

Founded in 2012, with headquarters in Brooklyn, an office in Stockholm, and a global team, we create innovative, award-winning hardware and compliance-certified software that enable seamless, cloud-based access to offices, facilities, and buildings. Our mission is to ensure ease of access and remote space management, fostering a future where spaces are securely connected and accessible without boundaries.

At Kisi, you’ll join a creative and innovative team with a flat hierarchy, work closely with our co-founders, and enjoy the freedom to work your way with a strong sense of ownership.

If you’re passionate about cutting-edge technology and want to be part of a dynamic team that’s making the world more secure and accessible, we want to hear from you!

About the role

We are seeking a Product Support Team Manager to lead our growing customer support operations. In this role, you will be responsible for implementing and executing our support strategy, managing our support portal, maintaining technical product documentation, and overseeing a dedicated team of support specialists.

We’re looking for a candidate with at least three years of technical support experience, strong leadership skills, an ability to quickly master new products, and a pragmatic approach to problem-solving. If you’re passionate about delivering exceptional customer support and driving process improvements, we’d love to hear from you!

What you'll do

• Strategic planning and execution of support operations: develop and implement our support strategy across different customer segments, ensuring alignment with service-level objectives and broader organizational goals.
• Excellence in execution: continuously elevate support quality by benchmarking against industry best practices in terms of cost, budget, and response times, then exceeding these standards.
• Help customers help themselves: create, update, and optimize support content and troubleshooting guides so customers can independently resolve common questions and issues.
• Manage a growing support team: lead and supervise an expanding team of support specialists, ensuring adherence to best practices and competitive performance benchmarks.
• Keep customers, partners, and colleagues informed: maintain up-to-date product guides and documentation, providing clear self-service resources. Gather feedback from customers to refine our offerings, and keep teams across the organization informed of changes or updates.

Qualifications

• 3+ years of experience managing support operations.
• Experience with driving a team based on clearly defined and attainable objectives and key results. We put emphasis on execution for this role.
• Relevant and solid technical support experience, preferably in a B2B or SaaS environment, with a proven track record of leading team members.
• Well-rounded leadership, coaching, and team management skills, including the ability to learn new products quickly and explain complex technical concepts clearly.
• Good communication and cross-functional collaboration skills, supported by a history of implementing process improvements to streamline workflows.
• Familiarity with ticketing systems (e.g., Zendesk, HubSpot) and maintaining technical documentation or knowledge bases.
• Basic understanding of circuitry (plus/minus, AC/DC); we’re not looking for engineers, but an openness to learn is encouraged.
• Please note that this is an on-site role, requiring full-time attendance five days a week at our Stockholm office, located on Södermalm.

Your process with us

Application > CV screening > Intro call (let’s get to know each other!) > Recruitment task > Hiring Manager Interview > On-site Interview > Offer.

After successful interviews and the job offer is signed, we will conduct a background check.