Job Summary:

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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