Support Manager

About Kinetic At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential. With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world. But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it. Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you. The Role We are seeking a dynamic, experienced Global Support Manager to lead our distributed support function across the United States and the United Kingdom. This is a critical strategic hire responsible for delivering a high-performing, customer-centric support experience across multiple products, regions, and operating models. Alongside being an active member of the support team, you will manage a small but growing team: US support team: 1st Line Case Manager + 1 Technical Support Analyst (both remote) UK support team: 1 support desk manager and 2 support specialists focused on KxWelcome You will oversee direct support for our KxWelcome student housing product and indirect support for our Conference & Events solution , delivered in partnership with our EMEA core support team. Your goal: build, refine, and scale a cohesive, efficient, and modern global support model that serves customers seamlessly regardless of geography or product line. What You'll Be Doing Team Leadership & Management Lead, coach, and develop a distributed support team across the US and UK. Build a high-performance culture focused on ownership, collaboration, and continuous improvement. Manage schedules, capacity planning, and resource allocation across time zones. Own performance management, training, skills development, and hiring. Global Support Operations Oversee day-to-day support operations for both direct housing support and indirect C&E support. Develop and refine workflows, SLAs, escalation paths, and handoff processes between US, UK, and EMEA teams. Drive standardization of tools, practices, reporting, and documentation across regions. Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution. Customer Experience & Quality Establish and maintain a “frictionless” support experience for all customers. Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues. Drive rapid and clear communication with customers, especially around high-priority or escalated cases. Ensure the team maintains deep product knowledge across both housing and C&E products. Process Improvement & Scaling Build scalable support processes to meet the needs of a growing US customer base. Implement best-practice support methodologies, automation, and knowledge management. Collaborate with Product, Engineering, and Customer Success to close the loop on feedback and inform roadmap priorities. Contribute to global support strategy and long-term planning as the business scales. Cross-Functional Collaboration Act as the operational bridge between US Support, UK Support, the EMEA Support team, and internal product and technical teams. Work closely with Sales, Onboarding, and Implementation to align expectations and ensure a smooth customer lifecycle. Contribute to customer communications, release planning, and incident management. Required What You'll Need 5+ years’ experience in SaaS or software support, including 2+ years in a leadership or managerial role. Proven success leading multi-region or distributed support teams. Strong understanding of support operations, case management tools, and escalation processes. Experience supporting technical SaaS solutions (ideally platforms with integrations, APIs, or configuration complexity). Excellent communication, interpersonal, and stakeholder-management skills. Ability to operate in a fast-growing, evolving environment with shifting priorities. Nice To Have Experience in higher education, student housing, or conferencing/events technology. Familiarity with Jira, Salesforce Service Cloud, or similar support platforms. Background working with both direct-support and reseller/indirect-support models. What Success Looks Like A confident, scalable, repeatable global support model. High customer satisfaction across both US and UK markets. Clear collaboration and seamless handoffs between US, UK, and EMEA support functions. A motivated, high-performing support team that consistently meets SLA and quality expectations. Measurable reduction in escalations and improved case resolution times. Why Join Us? This role offers a unique opportunity to shape the future of global support at a pivotal stage of growth. You’ll influence strategy, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. You will act as a trusted technical escalation point, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues. This role does not include system integration design or delivery responsibilities. Why Kinetic This role offers a unique opportunity to shape the future of global support at a pivotal stage of growth. You’ll influence strategy, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. We’re backed by Constellation Software Inc., one of the largest software groups in the world, offering you access to incredible growth opportunities, shared knowledge, and career pathways. At Kinetic, leadership, community, and student success aren’t just buzzwords—they’re what drive us. This isn’t your average support role—it’s your chance to help launch and shape a rapidly growing operation in a new territory, with lots of room to grow, lead, and make your mark. Benefits & Perks Why You’ll Love Working at Kinetic Fully remote – work from anywhere in the US Flexible working hours – we focus on outcomes, not clock-watching Competitive salary, negotiable based on experience Annual performance bonus – share in the success you help create Be authentically you – we value individuality and diverse perspectives Health & Wellbeing Comprehensive medical, dental, and vision coverage 401(k) retirement plan Disability insurance Wellbeing program plus 2 company-wide wellbeing days 1 paid community / volunteer day per year Time Off & Growth 15 days paid time off, plus company holidays Ongoing training and development to support your career growth #J-18808-Ljbffr