Support Team Lead

Navitas Safety; Glasgow; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Hybrid in Glasgow

In-office collaboration

Job summary

Navitas Safety in Glasgow is seeking a Support Team Leader to bring structure, discipline, and operational excellence to our technical support function. This is a player-coach role, combining frontline work with coaching a small team.

You will own the support team, manage the inbound technical queue, optimise workflows, and drive enterprise-grade service across hardware, software, and SaaS components. This role requires rigour, data-driven decisions, and strong cross-functional collaboration.

Qualifications

• Tech Industry Experience: Proven experience providing customer support within a SaaS, IoT, or hardware-enabled business.
• Leadership & Mentorship: Previous experience managing technical support professionals.
• Focus on Rigour: Introduced structure, enforcing process discipline, and tightening up ticketing workflows or SLA tracking.
• Communication & Escalation Management: Exceptional communication skills with the confidence to manage difficult technical conversations with enterprise-level stakeholders.
• Organisation: Highly organised with the ability to manage a busy inbound queue and multiple moving technical parts simultaneously.

Responsibilities

• Lead, coach, and develop the support team to achieve technical excellence.
• Set clear and measurable metrics across SLA, FCR, and CSAT.
• Establish a consistent operational cadence with daily triage sessions and weekly backlog reviews.
• Be a visible leader in our Glasgow office (3 days per week) to drive performance and collaboration.

Skills

Tech experience

Leadership

Rigour

Communication

Organisation

Tools

HubSpot Service Desk

Job description

Location: Glasgow (Hybrid - 3 days per week in office)

Contract: Full-time, Permanent

Reporting to: Operations Director

Salary: Up to £40K

About Navitas Safety

Navitas Safety is redefining how multi-site operators run better operations.

Trusted by enterprise customers across the UK and US, we combine smart IoT hardware with intelligent software to give operational leaders real-time visibility and control across their estate.

We are looking for a Support Team Leader to bring structure, discipline, and operational excellence to our technical support function.

The Opportunity

This is not a traditional IT helpdesk or basic customer service role. This is a player-coach role, so it will suit someone who is not afraid of being on the frontline whilst coaching and mentoring a small team.

We need a leader who can step into an existing environment and introduce the necessary rigour, structure, and accountability required to support a highly technical product ecosystem. You will take ownership of leading the support team, managing the inbound technical queue, and optimising our workflows to ensure we provide an enterprise-grade service to our customers. This role is ideal for someone who thrives on optimising processes, embedding data-driven discipline, and elevating a team's day-to-day execution.

What You'll Be Responsible For

Team Leadership, Structure & Rigour

• Lead, coach, and develop the support team, fostering a culture of technical excellence and continuous improvement.
• Introduce operational rigour, setting clear and measurable performance metrics across SLA compliance, first-contact resolution (FCR), and customer satisfaction (CSAT).
• Establish a consistent operational cadence , including daily ticket triage sessions and weekly backlog reviews to drive accountability.
• Be a visible leader in our Glasgow office (3 days per week) to drive team performance, collaboration with other leaders, and high standards.

Technical Support Strategy & Process Optimisation

• Refine and standardise our tiered support model to ensure seamless management of both complex software bugs and physical hardware issues.
• Embed clear troubleshooting playbooks for incident escalation, hardware diagnostics, and critical outage management.
• Shift the team’s mindset from reactive fire-fighting to proactive problem management through thorough root-cause analysis.

Escalation Management & Customer Quality

• Personally oversee high-priority technical escalations for enterprise accounts, managing communication professionally under pressure.
• Translate complex technical issues involving hardware connectivity, firmware, and SaaS behaviour into clear, actionable updates for clients and internal stakeholders.
• Ensure customers experience minimal downtime by ensuring technical issues are triaged and reported promptly.

Operational & System Discipline

• Enforce strong system discipline within our ticketing platform (Intercom) to maintain accurate tracking, tags, and data integrity.
• Work cross-functionally with Engineering, Account Management and Onboarding to provide a seamless customer experience throughout the customer journey.
• Track and report weekly on support metrics, ticket trends, and system health to the leadership team.

What We're Looking For

Essential

• Tech Industry Experience: Proven experience providing customer support within a SaaS, IoT, or hardware-enabled business. You must be comfortable troubleshooting interconnected systems.
• Leadership & Mentorship: Previous experience managing technical support professionals.
• Focus on Rigour: A strong track record of introducing structure, enforcing process discipline, and tightening up ticketing workflows or SLA tracking.
• Communication & Escalation Management: Exceptional communication skills with the confidence to manage difficult technical conversations with enterprise-level stakeholders.
• Organisation: Highly organised with the ability to manage a busy inbound queue and multiple moving technical parts simultaneously.

Desirable

• Experience supporting multi-site or enterprise B2B customers.
• Exposure to food safety, compliance, or operational technology.
• Experience using HubSpot Service Desk.

What Success Looks Like

• Operational Excellence: A disciplined, SLA-driven support function operating with clear metrics and predictable structures.
• Root-Cause Resolution: A team that systematically identifies and documents issues, helping engineering reduce overall ticket volumes.
• Enterprise Trust: Strong customer satisfaction and trust across high-value accounts due to rapid, accurate, and professional technical execution.
• Data Transparency: High-quality CRM and ticketing data to provide leadership with clear visibility into product health and account vulnerabilities.

Why Join Navitas?

• Play a central role in driving the standards of a critical revenue-retaining function.
• Work with a product ecosystem that delivers tangible, real-world operational value to its users.
• Enjoy hybrid working with a strong emphasis on in-office collaboration and team building in Central Glasgow.
• Direct exposure to leadership and strategic operational decision-making.