At a Glance
- Tasks: Lead a team to deliver exceptional software support and enhance customer experiences.
- Company: Join Xplor Technologies, a leader in innovative software solutions for fitness and wellbeing.
- Benefits: Enjoy flexible working hours, paid parental leave, and mental health support.
- Other info: Embrace a culture of diversity and inclusion with opportunities for personal growth.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in technical support and a passion for helping others succeed.
The predicted salary is between 35000 - 42000 £ per year.
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.
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 Do
- Team 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, etc.)
- Exceptional relationship-building and communication skills with a confident phone manner and active listening skills
- Demonstrable experience in managing multiple technology resources
- Motivated learner who wants to pick up new skills and grasp new technologies willingly
- Coaching and mentoring skills to support the development and grow the Software Support Team
At Xplor, we believe the best innovation and ideas happen at the intersections of our differences — across cultures, generations, disciplines, and lived experiences. So even if you do not tick every box, we still encourage you to apply.
Additional Information
Values and Life at Xplor
Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
- Find a better way
- Do the right thing
- Say it straight
- Win together
- Own the outcome
If these values sound like you, and describe people you want to work with, you will thrive at Xplor.
As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:
- Paid Parental Leave benefit programs
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
Ready to apply?
To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.
We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected].
More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.
Good to know
To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.
To learn more about us and our products, please visit xplor.com/careers/. We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.
We make it a priority to respond to every applicant.
Software Support Manager in Newcastle upon Tyne employer: Xplor
At Xplor, we pride ourselves on being an exceptional employer that champions personal and professional growth within a collaborative and supportive work culture. Our commitment to employee development is evident through unparalleled learning opportunities, flexible work arrangements, and a strong focus on mental health support, making it an ideal environment for those looking to thrive in their careers while contributing to meaningful technology solutions for small and medium-sized businesses across the UK, Australia, and New Zealand.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Manager in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xplor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Xplor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support Manager in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Xplor:Your cover letter is your chance to shine! Tell us why you want to work at Xplor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Xplor!
How to prepare for a job interview at Xplor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
