Software Support Manager

About the opportunity You'll join our SMB Fitness & Wellbeing vertical where we've brought together our Boutique Wellness and Health & Fitness businesses to form a single global vertical serving clients around the world. We provide market-leading software products and payment solutions for fitness studios, gyms, health clubs, leisure centers, and wellness businesses. This position will own the focus on delivering exceptional customer experiences while expanding ownership of operational and white-glove services. Reporting to the Head of Mariana Tek Support, this role will effectively lead a team of Software Support professionals to meet the needs of our studios on software related enquiries. As Software Support Team Leader, you will drive engagement, excellence, and a focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets. This role covers twilight support hours, 8pm to 3am. Please make sure you're comfortable working these hours before applying. What You'll Do Team Leadership & Management - Act as a direct line lead for support team members in the UK office while working twilight hours - Conduct regular 1:1s, KPI reviews, and coaching sessions - Foster a high-performance, accountable, and collaborative team culture - Support onboarding new hires and ongoing development of direct reports - Provide supervision and support to ensure all company standards and policies are adhered to and maintained - Champion the standards for voice of the customer in both delivery and execution Operational Support - Actively manage and resolve support tickets across queues, maintaining SLA adherence - Serve as escalation point and provide guidance on complex technical issues - Step in as backup for Tier 1 support when volumes require - Monitor queue health and proactively address bottlenecks during shift Cross-Regional Collaboration - Partner closely with the UK Support Manager to ensure continuity of support coverage - Align on processes, priorities, and performance standards Process & Continuous Improvement - Identify gaps in workflows, tooling, or knowledge and drive improvements - Contribute to customer facing & internal knowledge base development and documentation - Support initiatives to improve efficiency, customer experience, and resolution times Key Competencies - Hands-on leadership with a “lead from the front” mindset - Strong sense of ownership and accountability - Ability to balance people management with operational delivery - Effective collaborator across distributed teams and time zones - Calm and decisive under pressure For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home. What would make me a good candidate? We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do. Required Experience : - Proven experience in a technical support environment, preferably in a SaaS or technology company - Boutique fitness knowledge would be great, as would experience using a gym management software. - Prior experience in a customer-facing role where you have built and inspired a team of high-performing individuals - Strong troubleshooting skills with the ability to handle complex technical issues - Experience working with ticketing systems and support tools (e.g., Intercom, Jira, etc.) - Exceptional relationship-building and communication skills with a confident phone manner and active listening skills - Demonstrable experience in managing multiple technology resources - Motivated learner who wants to pick up new skills and grasp new technologies willingly - Coaching and mentoring skills to support the development and grow the Software Support Team At Xplor, we believe the best innovation and ideas happen at the intersections of our differences — across cultures, generations, disciplines, and lived experiences. So even if you do not tick every box, we still encourage you to apply.