Customer Support Manager

Customer Support Manager

As the Customer Support Manager, you will lead the frontline of our customer support operations, ensuring timely, effective, and empathetic resolution of user issues. You'll look after a team of 9 support analysts, including 1 team lead, to oversee helpdesk systems and workflows, and drive continuous improvement in service delivery across our software. You will work alongside the wider teams including Customer Experience Managers, Professional Services and Products teams, to name a few. You may often be supporting customers remotely; however, this role also has the requirement and expectation to travel across UK, IRE and on occasion overseas should the need arise. You will build strong relationships with Kinetic customers at all levels with the aim of ensuring customer satisfaction. You will have a consultative, customer-centric approach to the identification and implementation of solutions that meet the customer's needs.

Key Responsibilities

The successful person is an essential part of the future success of this team. We're not the type of business who provides a set of rules, we trust our people, we provide meaningful goals and we let them fly. In this role you'll bring your personality, your flare for customer service and you'll likely enjoy and be able to deliver the following:

• Manage the day-to-day operations of the customer support helpdesk, ensuring SLAs and OKRs are consistently met.
• Lead, coach, and develop a team of support analysts to deliver exceptional service across multiple channels (email, chat, phone, ticketing).
• Monitor ticket queues, escalate critical issues, and ensure timely resolution of customer problems.
• Maintain and optimise helpdesk tools and knowledge base content to improve efficiency and self-service.
• Analyse support trends and customer feedback to identify areas for improvement and inform product and process enhancements.
• Collaborate with Product, Professional Services, and Customer Experience teams to ensure a seamless customer experience.
• Prepare regular reports on team performance, customer satisfaction, and operational metrics.
• Have a strong, confident presence which will help you to form strong relationships with both external and internal stakeholders.
• Ensure progress and satisfaction through NPS and CSAT scores, consulting with relevant colleagues if any projects and/or tickets are halted and have accountability on the progression and resolution of these to deadlines.
• Understand any gaps in the market or improvements to products needed due to feedback from customers to drive evolution.
• Collaborate with the rest of the business team to share industry knowledge, customer feedback and new ideas.

Skills, Knowledge and Expertise

• 3+ years of experience managing a customer support or helpdesk team, ideally in a SaaS or EdTech environment.

• Strong understanding of helpdesk platforms (e.g., Salesforce, Jira).

• Proven ability to lead and motivate teams in a fast-paced, customer-centric environment.

• Excellent problem-solving, communication, and conflict-resolution skills.

• Data-driven mindset with experience using metrics to drive performance and decision making. Previous experience with AI is desirable.

• Familiarity with ITIL or other service management frameworks is a plus.

• A proven track record of achieving targets would be advantageous.

• A background in EdTech or Higher Education is desirable, but not essential.

• Demonstrated proficiency with Microsoft Office Suite.

• Exceptional oral and written communication skills.

• An individual with a curious, proactive nature, who is the voice of the customer.

• Strong technical background and fluency with the ability to learn new products quickly.

Benefits

As part of the Kinetic team, you will benefit from:

• Working for an organisation where people and culture genuinely matter.
• Excellent training and support with the opportunity for further professional development.
• Performance-related bonus scheme.
• 25 days annual holiday allowance plus bank holidays off.
• 2 wellbeing days a year to rest and recharge. Christmas shut-down period for a well-deserved break.
• Company contribution to pension.
• A flexible benefits package, which is customisable by you. You can choose from private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and so much more!
• Kinetic provides excellent working environments at its offices, including kitchens with free breakfast, tea, coffee, and refreshments. Our social committee organises activities and events throughout the year, and you'll have the opportunity to do charitable work within the local community.
• Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.

About Kinetic

Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities and colleges. We are ranked #1 on the APUC framework, ITS1051 AP, for student accommodation management, conferencing and events management, hotel management and multifunctional management systems. We supply mission-critical software for over 350 customers, from Stanford University to Monash in Australia... Not to mention over 80% of universities in the UK. Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: Hired

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