Support Manager

Job Summary: Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs. Job Description: 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.

Key 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. Qualifications & Experience Required 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. Preferred 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. Worker Type: Regular Number of Openings Available: 1