Customer Support Team Lead in Wallingford

Job Description: Customer Support Team Lead

ABOUT US

Gladstone Software is the leading supplier of leisure management software in the UK and Ireland, helping the leisure industry make the population fitter and healthier. With our innovative technology solutions, we support operators in delivering exceptional customer experiences across fitness, wellness and leisure services.

Our Customer Support function plays a central role in achieving this mission. As we evolve our support operating model to meet the demands of SaaS delivery, automation and customer expectations, we are building high-performing teams driven by ownership, delivery and continuous improvement.

WHAT YOU’LL BE DOING

As a Customer Support Team Leader, you’ll manage a blended team of Support Agents and lead the day-to-day operations of your team — focusing on SLA adherence, ownership, customer communication and continuous improvement.

This is a delivery-focused leadership role requiring strong people management, operational discipline and a data-driven mindset. You’ll support your team in resolving a wide range of cases — from quick queries to more complex escalations — and ensure every case is progressed, even when it leaves the core Support queue (e.g. R&D, Sales, Infrastructure).

You’ll play a key role in embedding outcome ownership, surfacing data-driven insights, exploring AI and automation opportunities and driving support excellence across your team. You will be an internal champion for the customer at all times.

ROLE RESPONSIBILITIES

Key Responsibilities:

• Lead a cross-functional team of Support Agents managing a blend of simple and complex customer tickets

• Own team performance against SLA compliance, backlog health, comms cadence and CSAT

• Ensure ticket ownership continues even when cases are escalated or sit in other queues — driving updates, chasing responses and maintaining customer confidence

• Oversee daily triage and case flow to ensure structured assignment and queue management

• Coach, mentor and support your team — including onboarding, performance management and development planning

• Use Salesforce views, reports and dashboards to manage performance, analyse trends and spot opportunities for continuous improvement

• Champion high-quality data — ensuring tickets are correctly categorised, notes are accurate and outcomes are measurable

• Collaborate with Product, Customer Success, R&D and Professional Services to resolve blockers and coordinate customer outcomes

• Support AI and automation initiatives — including creating or improving knowledge base content, macros and deflection tools

• Own key accounts or VIP customers from a support delivery perspective, ensuring service quality, comms cadence and proactive ticket management

• Contribute to team meetings, backlog reviews and cross-functional case reviews

• Encourage innovation and experimentation — staying open to new tools, workflows, and support strategies.

Key Skills & Experience:

• Team leadership or senior agent experience in a software/SaaS support environment

• Strong operational understanding of case triage, SLA adherence and customer communications

• Experience using support platforms like Salesforce (or equivalent)

• Strong reporting and analytical skills — confident using ticket data to manage team performance and support decision-making

• Passion for customer experience, team coaching and cross-functional collaboration

• Technical literacy desirable (e.g. SQL, IIS, Azure awareness).

Personal Attributes:

• Data-driven, outcome-oriented and highly organised

• Proactive, persistent and confident following up across teams

• Curious and open-minded — willing to experiment with AI, automation and smarter working methods

• Excellent communicator — able to engage technical and non-technical stakeholders

• Calm under pressure and able to juggle multiple demands

• Customer-first mindset and a natural team builder.

DEMONSTRABLE PRE-REQUISITES

• Right to work in the UK

• Hybrid model: minimum 2 days per week in Wallingford.

BENEFITS

• 25 days annual leave

• 10 days rolling sick plan, including extended illness pay

• Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)

• Life Assurance 4x base salary

• Private Health Insurance

• Option to join the CSI Employee Share Purchase Scheme

• Personal Travel Insurance

• Cycle to Work scheme

• Electric/Hybrid Vehicle scheme

• Discounted gym membership

• Discounted high street retailer scheme.

MUCH MORE THAN A BENEFIT

• Internal Learning & Development programmes

• Internal Mentor programme

• Employee Assistance Program (EAP) and Mental Health First Aiders to support you

• Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group.

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!

We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone.

FLEX WORKS CULTURE

Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.

For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.

Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

Business Unit: Gladstone Software Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular Company Site:

http://www.gladstonesoftware.co.uk

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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