Software Support Specialist

Job Description

About the opportunity

You’ll join our Fitness & Wellbeing vertical where we’ve brought together our Boutique 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. 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 centre environment and is responsible for answering customer inquiries through e‑mail, chat and phone for Xplor Mariana Tek. As you grow there is opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products.

• Receive inbound questions from customers about their software product and service through a support ticketing system.
• Document all customer interactions in applicable systems according to current policies.
• Respond to customers by gathering information and providing the best solution or appropriate next steps.
• Provide education to customers on best practices to get the most value from software features or additional services.
• Escalate complex issues to higher‑level support tiers and/or management following current policies.
• Provide best‑in‑class service quality to meet customer expectations in line with department guidelines and policies.
• Meet or exceed personal KPI targets for performance metrics, such as number of tickets participated, closed, and customer satisfaction.
• Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.

For this position, we offer a hybrid and flexible working model, where you will spend 3 days per week in the Newcastle office and the rest working from home.

The shift schedule for this role is 15:00 hrs to 23:00 hrs, 16:00 hrs to 00:00 hrs or 17:00 hrs to 01:00 hrs.

Qualifications

• 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.
• 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.

Benefits

• Learning resources available to continue to develop your career and skills development.
• A collaborative, team environment with people who truly love what they do.
• Paid parental leave benefit programs.
• Access to mental health support.
• Flexible work arrangements.

EEO statement

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.

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.