Software Support Manager

Location: Newcastle upon Tyne

Company Description Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.

Job Description About the opportunity You'll join our SMB Fitness & Wellbeing vertical where we've brought together our Boutique Wellness and Health & Fitness businesses to form a single global vertical serving clients around the world. We provide market-leading software products and payment solutions for fitness studios, gyms, health clubs, leisure centers, and wellness businesses. This position will own the focus on delivering exceptional customer experiences while expanding ownership of operational and white-glove services.  

Reporting to the Head of Mariana Tek Support, this role will effectively lead a team of Software Support professionals to meet the needs of our studios on software related enquiries. As Software Support Team Leader, you will drive engagement, excellence, and a focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets.

This role covers twilight support hours, 8pm to 3am. Please make sure you're comfortable working these hours before applying.

What You'll DoTeam Leadership & Management Act as a direct line lead for support team members in the UK office while working twilight hours

Conduct regular 1:1s, KPI reviews, and coaching sessions

Foster a high-performance, accountable, and collaborative team culture

Support onboarding new hires and ongoing development of direct reports

Provide supervision and support to ensure all company standards and policies are adhered to and maintained

Champion the standards for voice of the customer in both delivery and execution

Operational Support Actively manage and resolve support tickets across queues, maintaining SLA adherence

Serve as escalation point and provide guidance on complex technical issues

Step in as backup for Tier 1 support when volumes require

Monitor queue health and proactively address bottlenecks during shift

Cross-Regional Collaboration Partner closely with the UK Support Manager to ensure continuity of support coverage

Align on processes, priorities, and performance standards

Process & Continuous Improvement Identify gaps in workflows, tooling, or knowledge and drive improvements

Contribute to customer facing & internal knowledge base development and documentation

Support initiatives to improve efficiency, customer experience, and resolution times

Key Competencies Hands-on leadership with a “lead from the front” mindset

Strong sense of ownership and accountability

Ability to balance people management with operational delivery

Effective collaborator across distributed teams and time zones

Calm and decisive under pressure

For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home.

Qualifications What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

Required Experience :

Proven experience in a technical support environment, preferably in a SaaS or technology company

Boutique fitness knowledge would be great, as would experience using a gym management software.

Prior experience in a customer-facing role where you have built and inspired a team of high-performing individuals Strong troubleshooting skills with the ability to handle complex technical issues

Experience working with ticketing systems and support tools (e.g., Intercom, Jira,…