Software Support Team Lead — Twilight Shift

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

Benefits offered by this job

Paid Parental Leave

Volunteer days (#GiveBackDays)

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor Technologies is seeking a Software Support Team Leader to guide our UK-based team through twilight hours, ensuring high-quality support for fitness and wellness clients. You will balance people management with operational delivery, driving customer satisfaction and SLA adherence while collaborating across regions.

The role offers hybrid flexibility with a Newcastle focus, coaching peers, and shaping the support experience for studios using our software and payment solutions.

Qualifications

• Proven experience leading a technical support team in SaaS/tech.
• Boutique fitness knowledge or gym management software experience is a plus.
• Experience in customer-facing leadership roles.
• Strong troubleshooting skills with complex technical issues.
• Excellent communication and relationship-building skills.
• Willingness to work twilight hours (8pm–3am).

Responsibilities

• Act as a direct line lead for UK support team members during twilight hours.
• Conduct regular 1:1s, KPI reviews, and coaching sessions.
• Foster a high-performance, accountable team culture.
• Support onboarding and development of direct reports.
• Ensure adherence to SLAs and escalate complex issues as needed.
• Collaborate with UK and regional teams to align processes and priorities.
• Drive process improvements and contribute to knowledge base.

Skills

Leadership

Team management

Customer focus

Communication

Problem solving

Coaching

Relationship building

Ticketing tools experience

Education

SaaS experience preferred

Tools

Intercom

Jira

Job description

Xplor Technologies is seeking a Software Support Team Leader to guide our UK-based team through twilight hours, ensuring high-quality support for fitness and wellness clients. You will balance people management with operational delivery, driving customer satisfaction and SLA adherence while collaborating across regions.

The role offers hybrid flexibility with a Newcastle focus, coaching peers, and shaping the support experience for studios using our software and payment solutions.