At a Glance
- Tasks: Provide top-notch support to clients using our innovative software solutions.
- Company: Join Xplor, a leader in cloud-based technology for small businesses.
- Benefits: Enjoy flexible working, paid parental leave, and extra days for community service.
- Other info: Hybrid work model with opportunities for growth and development.
- Why this job: Be part of a team that helps businesses thrive while building lasting relationships.
- Qualifications: Customer service experience and a passion for helping others are key.
The predicted salary is between 27000 - 33000 £ per year.
Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. We are unified by our purpose of helping people to success. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
About the opportunity
You'll join our SMB Boutique vertical where we've brought together our Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets. We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers. Reporting into the Customer Support Manager, you'll be responsible for ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution (specifically Mariana Tek and Xplor Growth). You'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders across the Xplor business. We are looking for a customer support person to help secure the long-term success of our clients. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek and Xplor Growth.
Some of the other responsibilities include:
- Serve as the primary point of contact for customers by responding to and resolving inbound inquiries through ticketing systems and scheduled calls, including information gathering, investigation, troubleshooting, and delivering effective solutions.
- Accurately document all customer interactions, troubleshooting steps, and resolutions in internal systems in accordance with company policies.
- Guide customers through product usage by providing education on features, functionality, and best practices to maximize value and adoption.
- Escalate complex or unresolved issues to appropriate support tiers or management in alignment with defined processes.
- Deliver high-quality, customer-centric support that meets or exceeds service standards, expectations, and departmental guidelines.
- Meet or exceed key performance indicators (KPIs), including ticket volume, productivity, and customer satisfaction metrics.
- Leverage and contribute to Knowledge-Centered Support (KCS) practices by reusing documented solutions and maintaining knowledge base content.
- Act as a customer advocate by representing the Voice of the Customer and sharing insights with internal stakeholders to drive improvements.
- Support team and organizational objectives by taking on additional responsibilities as needed.
The role is hybrid, 3 days in the office, 2 at home, on a rota basis, working between the hours of: Monday – Friday 11:00am – 3am.
Qualifications
What would make me a good candidate? Maybe you've come from a background in Boutique Fitness or previously worked at a gym or studio and have knowledge of a gym management software. Marketing Automation experience is a plus! 3 years of related experience in a customer service role. Basic knowledge of Technical Support processes, systems, and applications - e.g Intercom. Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic. Excellent written and verbal English skills. Ability to multitask, prioritise, and manage time effectively. Displays a growth and problem-solving mindset. Maintain personal motivation when tasks become challenging.
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
Additional Information
Values and Life at Xplor
Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
- Find a better way
- Do the right thing
- Say it straight
- Win together
- Own the outcome
If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.
Some of our perks and benefits are:
- Paid Parental Leave benefit programs
- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements
How to apply?
To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talentsupport@xplortechnologies.com.
More about us
More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.
Good to know
To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email. To learn more about us and our products, please visit xplor.com/careers/. We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO and Artificial Intelligence
We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.
Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community. We make it a priority to respond to every applicant.
Software Support Specialist employer: FieldEdge
Xplor Technologies is an exceptional employer that fosters a collaborative and inclusive work culture, where employees are encouraged to grow and innovate. With flexible working arrangements and a commitment to social impact through initiatives like #GiveBackDays, team members can thrive both personally and professionally while contributing to meaningful projects in the fitness and wellbeing sector. Located in Newcastle, the role of Software Support Manager offers a unique opportunity to lead a dedicated team, ensuring exceptional customer experiences while enjoying the benefits of a supportive global network.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FieldEdge. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FieldEdge before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FieldEdge:Your cover letter is your chance to shine! Tell us why you want to work at FieldEdge specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FieldEdge!
How to prepare for a job interview at FieldEdge
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
