Software Support Manager - Xplor

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