Global Support Manager R59276

Kinetic

29d

About The Position

About Kinetic Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities, colleges and accommodation providers. We are ranked #1 on the APUC framework for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to achieve £50m net revenue by 2032 and for every person in a university to experience a Kinetic product. We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to over 80% of universities in the UK! Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry. Role Overview 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 tea, 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. 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.

Requirements

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 Haves

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.

Responsibilities

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

Benefits

Be Authentically You – dress and express however you feel most confident
Flexible Working – because life doesn’t always run on a schedule
Top-notch Training & Development – your growth is our priority
Annual Bonus – get rewarded when Kinetic wins
US Benefits – including medical, dental, disability, 401k, PTO, 2 wellbeing days, one community day and more

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