Navitas Safety
Support Team Lead
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Location: Glasgow (Hybrid - 3 days per week in office) Contract: Full-time, Permanent Reporting to: Operations Director Salary: Up to £40K
About Navitas Safety
Navitas Safety is redefining how multi-site operators run better operations.
Trusted by enterprise customers across the UK and US, we combine smart IoT hardware with intelligent software to give operational leaders real-time visibility and control across their estate.
We are looking for a Support Team Leader to bring structure, discipline, and operational excellence to our technical support function.
The Opportunity
This is not a traditional IT helpdesk or basic customer service role. This is a player-coach role, so it will suit someone who is not afraid of being on the frontline whilst coaching and mentoring a small team.
We need a leader who can step into an existing environment and introduce the necessary rigour, structure, and accountability required to support a highly technical product ecosystem. You will take ownership of leading the support team, managing the inbound technical queue, and optimising our workflows to ensure we provide an enterprise-grade service to our customers. This role is ideal for someone who thrives on optimising processes, embedding data-driven discipline, and elevating a team's day-to-day execution.
What You'll Be Responsible For
Team Leadership, Structure & Rigour
- Lead, coach, and develop the support team, fostering a culture of technical excellence and continuous improvement.
- Introduce operational rigour, setting clear and measurable performance metrics across SLA compliance, first-contact resolution (FCR), and customer satisfaction (CSAT).
- Establish a consistent operational cadence, including daily ticket triage sessions and weekly backlog reviews to drive accountability.
- Be a visible leader in our Glasgow office (3 days per week) to drive team performance, collaboration with other leaders, and high standards.
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Technical Support Strategy & Process Optimisation
- Refine and standardise our tiered support model to ensure seamless management of both complex software bugs and physical hardware issues.
- Embed clear troubleshooting playbooks for incident escalation, hardware diagnostics, and critical outage management.
- Shift the team’s mindset from reactive fire-fighting to proactive problem management through thorough root-cause analysis.
Escalation Management & Customer Quality
- Personally oversee high-priority technical escalations for enterprise accounts, managing communication professionally under pressure.
- Translate complex technical issues involving hardware connectivity, firmware, and SaaS behaviour into clear, actionable updates for clients and internal stakeholders.
- Ensure customers experience minimal downtime by ensuring technical issues are triaged and reported promptly.
Operational & System Discipline
- Enforce strong system discipline within our ticketing platform (Intercom) to maintain accurate tracking, tags, and data integrity.
- Work cross-functionally with Engineering, Account Management and Onboarding to provide a seamless customer experience throughout the customer journey.
- Track and report weekly on support metrics, ticket trends, and system health to the leadership team.
What We're Looking For
Essential
- Tech Industry Experience: Proven experience providing customer support within a SaaS, IoT, or hardware-enabled business. You must be comfortable troubleshooting interconnected systems.
- Leadership & Mentorship: Previous experience managing technical support professionals.
- Focus on Rigour: A strong track record of introducing structure, enforcing process discipline, and tightening up ticketing workflows or SLA tracking.
- Communication & Escalation Management: Exceptional communication skills with the confidence to manage difficult technical conversations with enterprise-level stakeholders.
- Organisation: Highly organised with the ability to manage a busy inbound queue and multiple moving technical parts simultaneously.
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Desirable
- Experience supporting multi-site or enterprise B2B customers.
- Exposure to food safety, compliance, or operational technology.
- Experience using HubSpot Service Desk.
What Success Looks Like
- Operational Excellence: A disciplined, SLA-driven support function operating with clear metrics and predictable structures.
- Root-Cause Resolution: A team that systematically identifies and documents issues, helping engineering reduce overall ticket volumes.
- Enterprise Trust: Strong customer satisfaction and trust across high-value accounts due to rapid, accurate, and professional technical execution.
- Data Transparency: High-quality CRM and ticketing data to provide leadership with clear visibility into product health and account vulnerabilities.
Why Join Navitas?
- Play a central role in driving the standards of a critical revenue-retaining function.
- Work with a product ecosystem that delivers tangible, real-world operational value to its users.
- Enjoy hybrid working with a strong emphasis on in-office collaboration and team building in Central Glasgow.
- Direct exposure to leadership and strategic operational decision-making.
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