Global Support Manager

Job Description: • 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 Apply tot his job Apply To this Job