Job Description
Head of Support, Shaping the future of customer success.
Office Location: Milton Keynes, UK
Work Location: Hybrid
Reporting to: Chief Executive Officer
Employment Type: Full time
Department: Customer Support
Compensation: £45k to £55k plus bonus, pension, and benefits
About Us:
Kinetic is more than just the UK’s leading provider of event management and student accommodation software. We're a rapidly growing family of over 100 innovators, achievers, and dreamers, committed to redefining our industry. With offices in Milton Keynes, Ludlow, and the US, we’re on a thrilling journey towards a £50M Big Hairy Audacious Goal by 2032. Our secret? A culture driven by passion, fun, and a firm commitment to excellence. We believe in empowering our team, celebrating diversity, and pushing the boundaries of what’s possible.
Kinetic proudly supports over 80% of UK and Irish universities, 40 universities in North America, as well as unique venues such as the Merlin Group and Royal Historic Palaces with our deep and powerful software offering.
We support personal development and build on individual strengths, providing options for career progression across our business. At Kinetic, people really grow.
The Role:
As our Head of Support, you're not just managing; you're inspiring and leading a team dedicated to excellence. You understand that our strength lies in our people and our community of 300+ global customers. Your mission is to drive our support experience beyond current boundaries, championing innovation, and fostering a culture of continuous improvement.
Our help desk handles over 8,000 tickets per year via our 20 strong 1st, 2nd and 3rd line analysts who have deep application and domain knowledge, providing that point of help for customers who are stuck, need advice, or have come across a snag.
As one of our Strategic Management Team, you will lead our support team, delivering a service that our customers truly love. You’re with us on a journey to the cloud as we re-imagine our established products and you will work closely with our products team to design out complexities.
This opportunity won’t be for everyone. If you’re looking to maintain the status quo, please don’t apply. The successful candidate will want to make nothing less than a game-changing difference.
Your Impact:
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 do things your way. You’ll likely enjoy and be able to deliver the following:
* Strategic Leadership: Shape the future of our support team, aligning with our ambitious goals and ensuring our journey to the cloud is seamless and customer centric.
* Community Engagement: Be the voice and heart of Kinetic within our user communities, industry associations, and events, elevating our brand and customer experience.
* Learning and Development: Spearhead initiatives that not only enhance our team's skills but also foster an environment of growth, autonomy, and personal development.
* Continuous Improvement: Redefine our support processes, making them more efficient, effective, and tailored to meet the evolving needs of our customers.
* Collaboration: Work hand-in-hand with other departments, acting as a unifying force that drives our company towards shared success.
We’re Looking For:
* A visionary with a knack for leadership and a passion for excellence.
* A customer-centric approach, with the creativity and drive to meet and exceed expectations.
* Proven experience in team building, fostering a culture of cooperation, spirit, and pride.
* Exceptional communication skills, capable of selling new ideas both internally and externally.
* Experience in higher education or related fields is a bonus, but not essential.
* Regular Milton Keynes office attendance is essential, and some travel further afield will be required. For example, to customer sites across Europe and to the USA on occasion.
* Experience with JIRA and Salesforce products is a bonus but not essential and additionally, SQL knowledge and experience is preferred but isn’t a showstopper.
Perks & Benefits:
Our team have access to ‘Kinetic Cares’, our flexible benefits package.
* Company bonus scheme
* Minimum 25 days holiday annually plus public holidays
* Wellbeing and charity/community time off
* Free parking
* Full body MOTs
* Personal and professional carbon offsetting
* Above standard company contribution to pension
* Enhanced maternity and paternity benefits
* Enhanced sick-pay
* Excellent training and support
* A company portal of staff benefits, which is customisable by you including private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and much more!
Kinetic provides excellent working environments at its offices, including kitchens with tea, coffee and snacks. Our social committee organises activities and events and as mentioned, every team member has access to a flexible benefits package which you’ll find hard to beat!
Join us:
Ready to lead a team that’s at the heart of our success? We’re looking for someone who’s not just looking for a job but is passionate about making a real difference. If that sounds like you, we can’t wait to hear from you.
To apply, please send your CV or a link to your LinkedIn profile to Aaron Rickard-Smith, our Head of People and Culture: Aaron.rickard-smith@kinetcsoftware.com
Think … We typically receive 100’s of applications for our vacancies, what makes yours stand out?
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