Software Support Team Lead — Twilight Hours (SaaS)

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 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