Software Support Manager

📋 Description

• Lead the Software Support team in the UK, including twilight hours.
• Drive engagement and relationships while meeting SLAs on software inquiries.
• Manage day-to-day operations, coach team members, and ensure policy adherence.
• Collaborate across regions with UK Support Manager to maintain coverage.
• Onboard and develop direct reports; champion voice of the customer.
• Hybrid work: 3 days in Newcastle, rest from home.

🎯 Requirements

• Proven experience in a technical support environment, preferably SaaS or tech.
• Boutique fitness knowledge or gym management software experience.
• Prior customer-facing leadership experience with high-performing teams.
• Strong troubleshooting skills for complex technical issues.
• Experience with ticketing systems and tools (Intercom, Jira).
• Excellent relationship-building and communication skills with a confident phone manner.

🎁 Benefits

• Paid Parental Leave benefit programs
• GiveBackDays – 3 extra days off to volunteer
• Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements