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