Software Support Team Lead — Twilight Hours (UK)

Xplor

England

Hybrid

GBP 55,000 - 85,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Paid Parental Leave

GiveBackDays – volunteer days

Diversity & Inclusion initiatives

Job summary

Xplor is seeking a Software Support Team Leader in the UK to guide a twilight-shift team and ensure exceptional service for fitness and wellness clients. You will mentor staff, manage complex tickets, and collaborate with regional colleagues to maintain high standards while delivering a superior customer experience.

The role offers hybrid work with three days in the Newcastle office and flexible home-based days, emphasizing ownership, accountability, and proactive problem solving.

Qualifications

Proven experience in a technical support environment, preferably SaaS or technology.
Experience with boutique fitness knowledge or gym management software is advantageous.
Previous customer-facing leadership experience leading high-performing teams.

Responsibilities

Lead a UK-based software support team during twilight hours (8pm–3am) and ensure SLA adherence.
Provide coaching, 1:1s, KPI reviews and development plans for direct reports.
Collaborate with UK Support Manager and cross-regional teams to ensure coverage and consistency.
Drive process improvements, knowledge base updates, and customer experience enhancements.

Skills

Technical support leadership

SaaS experience

Team coaching

Customer relationship

Troubleshooting

Ticketing tools (Intercom/Jira)

Tools

Intercom

Jira

Job description

The role offers hybrid work with three days in the Newcastle office and flexible home-based days, emphasizing ownership, accountability, and proactive problem solving.

Get your free, confidential resume review.

or drag and drop your file here.