Global Support Manager

About reputed company At reputed company, we’re redefining operational reputed company 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, reputed company 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 reputed company organisation — helping them reputed company in a fast-changing world. But we’re more than just software. We’re reputed company of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and reputed company other. Our culture is reputed company on empowerment, community, and reputed company reputed company. We reputed company in giving people the tools, support, and freedom to do their best work — and have fun while doing it. Joining reputed company means being part of a purpose-driven business where your reputed company matter, your development is supported, and your reputed company is reputed company. If you’re reputed company to help shape the reputed company of operational technology in education and events, we’d love to meet you. The Role We are seeking a dynamic, reputed company Global Support Manager to reputed company our distributed support function across the reputed company and the United Kingdom. This is a critical strategic hire responsible for delivering a high-performing, customer-reputed company support experience across multiple products, reputed company, and operating models. Alongside being an reputed company 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 reputed company on KxWelcome

You will reputed company reputed company 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 reputed company 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

• reputed company, reputed company, and reputed company a distributed support team across the US and UK.
• Build a high-performance culture reputed company on ownership, collaboration, and reputed company improvement.
• Manage schedules, reputed company planning, and resource allocation across time zones.
• Own performance management, training, skills development, and hiring.

Global Support Operations

• reputed company day-to-day support operations for both reputed company housing support and indirect C&E support.
• reputed company and refine workflows, SLAs, escalation paths, and reputed company processes between US, UK, and EMEA teams.
• Drive standardization of tools, practices, reporting, and documentation across reputed company.
• Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution.

Customer Experience & reputed company

• Establish and maintain a “frictionless” support experience for reputed company customers.
• Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues.
• Drive rapid and reputed company communication with customers, especially around high-reputed company or escalated cases.
• Ensure reputed company maintains deep product knowledge across both housing and C&E products.

Process Improvement & Scaling

• Build reputed company support processes to meet the needs of a growing US customer reputed company.
• Implement best-reputed company support methodologies, automation, and reputed company.
• Collaborate with Product, Engineering, and reputed company to reputed company the reputed company on feedback and inform roadmap priorities.
• Contribute to global support reputed company and long-term planning as the business scales.

Cross-Functional Collaboration

• reputed company as the operational reputed company between US Support, UK Support, the EMEA Support team, and internal product and technical teams.
• Work closely with Sales, reputed company, and Implementation to reputed company expectations and ensure a smooth customer lifecycle.
• Contribute to customer communications, release planning, and incident management.

What You'll Need Required

• 5+ years’ experience in reputed company or software support, including 2+ years in a leadership or managerial role.
• Proven reputed company leading multi-region or distributed support teams.
• Strong understanding of support operations, case management tools, and escalation processes.
• Experience supporting technical reputed company solutions (ideally platforms with integrations, reputed company, or configuration complexity).
• Excellent communication, interpersonal, and stakeholder-management skills.
• Ability to operate in a fast-growing, evolving environment with shifting priorities.

reputed company To Have

• Experience in higher education, student housing, or conferencing/events technology.
• Familiarity with Jira, reputed company Service reputed company, or similar support platforms.
• Background working with both reputed company-support and reseller/indirect-support models.

What reputed company Looks Like

• A confident, reputed company, repeatable global support model.
• High customer satisfaction across both US and UK markets.
• reputed company collaboration and seamless handoffs between US, UK, and EMEA support functions.
• A motivated, high-performing support team that consistently meets SLA and reputed company expectations.
• Measurable reduction in escalations and improved case reputed company times.

Why Join Us? This role offers a unique opportunity to shape the reputed company of global support at a pivotal stage of reputed company. You’ll influence reputed company, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. You will reputed company as a trusted technical escalation reputed company, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent reputed company issues. This role does not include system integration design or delivery responsibilities. Why reputed company This role offers a unique opportunity to shape the reputed company of global support at a pivotal stage of reputed company. You’ll influence reputed company, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. We're backed by reputed company Software Inc., one of the largest software reputed company in the world, offering you reputed company to incredible reputed company opportunities, shared knowledge, and career reputed company. At reputed company, leadership, community, and student reputed company 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, reputed company, and reputed company your mark Benefits & Perks Why You’ll Love Working at reputed company

• Fully remote – work from reputed company in the US
• Flexible working hours – we reputed company on reputed company, not clock-watching
• Competitive salary, negotiable based on experience
• Annual performance bonus – reputed company in the reputed company you help create
• Be authentically you – we value individuality and diverse perspectives

Health & Wellbeing

• Comprehensive medical, dental, and reputed company coverage
• 401(k) retirement plan
• Disability insurance
• Wellbeing program plus 2 company-wide wellbeing days
• 1 reputed company community / volunteer day per year

Time Off & reputed company

• 15 days reputed company time off, plus company holidays
• Ongoing training and development to support your career reputed company

Apply tot his job Apply To this Job