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.

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 Kx Welcome

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.

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…