Software Support Manager

Xplor Technologies; Newcastle upon Tyne; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Paid Parental Leave

#GiveBackDays/Volunteer days

Diversity & Inclusion initiatives

Mental health support

Job summary

Xplor Technologies in the United Kingdom is seeking a Software Support Team Leader to manage a UK-based team delivering high-quality software support for fitness, wellness, and related clients. The role requires leading during twilight hours (8pm–3am), ensuring SLA adherence, and driving a culture of ownership and exceptional customer service.

You will partner with the UK Support Manager, mentor staff, and contribute to process improvements while maintaining strong relationships with studios and

Qualifications

• Proven experience in a technical support environment (SaaS/tech preferred).
• Experience leading a customer-facing team and driving service quality.
• Strong troubleshooting skills for complex issues.

Responsibilities

• Lead software support team during twilight hours (8pm–3am) in UK office.
• Conduct regular 1:1s, KPI reviews and coaching sessions.
• Maintain SLA adherence and manage escalation for complex issues.
• Collaborate with UK Support Manager to ensure coverage and alignment.
• Identify process improvements and contribute to knowledge base.

Skills

Technical support

Leadership

Customer focus

Coaching

Relationship management

Problem solving

Time management

Education

Bachelor's degree

Tools

Intercom

Jira

Job description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.

Job Description

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.

  Qualifications

  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.

  Additional Information

  Values and Life at Xplor

  Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

  • Find a better way
  • Do the right thing
  • Say it straight
  • Win together
  • Own the outcome

  If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

  As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

  Some of our perks and benefits are:

  • Paid Parental Leave benefit programs
  • #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
  • Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
  • Access to free mental health support
  • Flexible working arrangements

  More about us

  More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.

  Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

  Good to know

  To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

  We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [e-mail].

  EEO and Artificial Intelligence

  We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

  Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

  We make it a priority to respond to every applicant.