Software Support Manager (SaaS)

TL;DR

Software Support Manager (SaaS): Leading a team of software support professionals for the SMB Fitness & Wellbeing vertical with an accent on SLA adherence and exceptional customer experience. Focus on coaching a high-performance team, managing operational ticket queues, and optimizing support workflows.

Location: Hybrid (Newcastle upon Tyne, UK). Must be legally authorised to work in the UK; no visa sponsorship is provided.

Company

hirify.global provides vertical software, embedded payments, and AI-powered capabilities for membership-based and service-based industries.

What you will do

• Lead and coach a team of support professionals in the UK office, specifically covering twilight hours (8pm to 3am).
• Manage support ticket queues and act as an escalation point for complex technical issues to ensure SLA adherence.
• Conduct regular 1:1s, KPI reviews, and foster a collaborative, accountable team culture.
• Partner with the UK Support Manager to ensure continuity of coverage and align on performance standards.
• Identify workflow gaps and contribute to the development of internal and customer-facing knowledge bases.

Requirements

• Proven experience in technical support, preferably within a SaaS or technology company.
• Experience in a customer-facing leadership role, building and inspiring high-performing teams.
• Strong troubleshooting skills and proficiency with ticketing tools such as Intercom or Jira.
• Must be legally authorised to work in the UK (Xplor does not sponsor visas).
• Ability and willingness to work twilight hours from 8pm to 3am.

Nice to have

• Knowledge of the boutique fitness industry.
• Experience using gym management software.

Culture & Benefits

• Hybrid and flexible working model (3 days in office, 2 days from home).
• Paid Parental Leave benefit programs.
• #GiveBackDays providing 3 extra days off for community volunteering.
• Access to free mental health support.
• Commitment to Diversity & Inclusion through a Global Mentorship Program and D&I Council.