Support Team Lead

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

Contract: Full-time, Permanent

Reporting to: Operations Director

Salary: Up to £40K

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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…