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