Global Support Manager - Remote

Overview

The Global Support Manager will lead the support function across the United States and the United Kingdom, focusing on delivering a high-performing, customer-centric support experience across multiple products and regions.

In Short

• Lead and develop a distributed support team across the US and UK.
• Oversee day-to-day support operations for housing and conference solutions.
• Establish a frictionless support experience for all customers.
• Monitor support KPIs and customer satisfaction metrics.
• Build scalable support processes for a growing customer base.
• Collaborate with multiple cross-functional teams.
• Drive standardization of tools and practices across regions.
• Manage performance, training, and hiring for support staff.
• Implement best-practice support methodologies.
• Contribute to global support strategy as the business scales.

Requirements

• 5+ years’ experience in SaaS or software support.
• 2+ years in a leadership or managerial role.
• Strong understanding of support operations and case management tools.
• Experience with technical SaaS solutions.
• Excellent communication and stakeholder-management skills.
• Ability to operate in a fast-growing environment.
• Experience in higher education or related fields preferred.
• Familiarity with Jira and Salesforce Service Cloud is a plus.
• Background in direct-support and reseller models preferred.

Benefits

• Flexible working arrangements.
• Top-notch training and development opportunities.
• Annual bonus based on company performance.
• Comprehensive US benefits including medical and dental.
• Wellbeing days and community service days.