Kinetic

Global Support Manager

Kinetic

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Cloud

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

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 Have: 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.
Benefits
  • Fully remote – work from anywhere in the US
  • Flexible working hours – we focus on outcomes, not clock-watching
  • Competitive salary, negotiable based on experience
  • Annual performance bonus – share in the success you help create
  • Be authentically you – we value individuality and diverse perspectives
  • Comprehensive medical, dental, and vision coverage
  • 401(k) retirement plan
  • Disability insurance
  • Wellbeing program plus 2 company-wide wellbeing days
  • 1 paid community / volunteer day per year
  • 15 days paid time off, plus company holidays
  • Ongoing training and development to support your career growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS supportcase management toolsescalation processessupport operationstechnical SaaS solutionsAPIsconfiguration complexityperformance managementworkflow developmentknowledge management
Soft Skills
leadershipcoachingcollaborationcommunicationinterpersonal skillsstakeholder managementcapacity planningresource allocationproblem-solvingadaptability