At a Glance
- Tasks: Provide top-notch customer support for our innovative software solutions.
- Company: Join Xplor, a leader in cloud-based technology for small businesses.
- Benefits: Enjoy flexible working, career development, and mental health support.
- Other info: Be part of a diverse team that values your unique perspective.
- Why this job: Make a real difference by helping clients succeed with our software.
- Qualifications: Customer service experience and a passion for problem-solving.
The predicted salary is between 30000 - 42000 £ 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.
Job Description
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. As you grow there's opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products.
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
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.
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 in Newcastle upon Tyne employer: Xplor Education
At Xplor, we pride ourselves on being an exceptional employer, offering unparalleled opportunities for professional growth and a collaborative work culture that values each team member's contributions. With fully flexible work arrangements, generous parental leave, and access to continuous learning resources like LinkedIn Learning, we empower our employees to thrive both personally and professionally. Join us in our mission to help small and medium-sized businesses succeed while enjoying a supportive environment that fosters innovation and community.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Specialist in Newcastle upon Tyne
✨Tip Number 1
Get to know the company inside out! Research Xplor's products and values so you can speak confidently about how you fit into their mission. This will show you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing top-notch support, think of scenarios where you can demonstrate your problem-solving abilities and empathy. Role-play with a friend or even in front of a mirror!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and maybe even a referral, which can really boost your chances of landing that interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure to include 'moonshot' in your cover letter to show you’ve read the job ad thoroughly.
We think you need these skills to ace Software Support Specialist in Newcastle upon Tyne
Some tips for your application 🫡
Start with a Strong CV:Your CV is your first impression, so make it count! Highlight your relevant experience in customer service and any knowledge of gym management software. Keep it clear and concise, and don’t forget to tailor it to the role!
Craft a Personalised Cover Letter:This is your chance to show us your personality! Mention why you’re excited about the Software Support Specialist role and how your background fits. And remember, include 'moonshot' at the top to show you’ve read the job ad carefully.
Showcase Your Customer Service Skills:We want to see how you handle customer interactions! Use examples from your past roles to demonstrate your excellent communication skills and problem-solving abilities. Make sure to highlight any experience in high-volume environments.
Apply Through Our Website:To keep things simple, we encourage you to apply through our careers portal. It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Xplor Education
✨Know Your Stuff
Before the interview, make sure you understand Xplor's products and services, especially those related to fitness and wellbeing. Familiarise yourself with common customer queries and how to address them. This will show your genuine interest and help you stand out.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Highlight situations where you resolved issues or built strong relationships with clients. This is crucial for a role focused on ensuring a best-in-class experience.
✨Practice Problem-Solving Scenarios
Think of potential challenges you might face in the role and how you would handle them. Be ready to discuss your thought process and demonstrate your problem-solving mindset during the interview. This will reflect your ability to thrive in a high-volume contact centre environment.
✨Emphasise Your Growth Mindset
Xplor values personal development, so be prepared to talk about how you approach learning and overcoming challenges. Share any relevant training or skills you've acquired that align with the role, and express your enthusiasm for continuous improvement.
