Software Support Specialist

Overview

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide cloud-based, intuitive technology solutions for small and medium-sized businesses to manage the hassles of running and growing a business, so business owners can focus on what they love. We are unified by our purpose of helping people succeed and aim to strengthen the relationship people have with Xplor products.

Job Description: You will join our Fitness & Wellbeing vertical, serving clients globally in key markets with market-leading software for gyms, health clubs, leisure, and related facilities. You will report to the Customer Support Manager and ensure a best-in-class experience and a smooth introduction to the Xplor software and payments solutions. You will build strong relationships with key stakeholders across the Xplor business and act as a trusted advisor.

We are seeking a customer support professional to help secure the long-term success of our clients. This role operates in a high-volume contact center environment and handles inquiries via email, chat, and phone for Xplor Mariana Tek, with opportunities to support other Xplor customers using our software and payment products.

Responsibilities

• Receive inbound questions from customers about the software and services 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 next steps.
• Educate customers on best practices to maximize 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 (e.g., number of tickets handled, customer satisfaction).
• Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
• Act as an internal advocate for 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, with 3 days per week in the Newcastle office and the rest remote.

Qualifications

• Experience in a customer service role; background in Boutique Fitness or gym/studio operations is a plus.
• 3 years of related experience in customer service
• Basic knowledge of technical support processes, systems, and applications (e.g., Intercom)
• Excellent customer service skills, with a friendly, helpful, and empathetic approach
• Excellent written and verbal English skills
• Ability to multitask, prioritise, and manage time effectively
• Growth mindset and problem-solving orientation
• Self-motivated with resilience in challenging tasks

We encourage applicants even if not all boxes are checked, acknowledging our belief in diverse perspectives.

Additional Information

• Core values: Make life simple, Build for people, Move with purpose, Create lasting communities
• Perks include collaborative environment, learning resources, paid parental leave, mental health support, and flexible work arrangements

EEO and AI note: We use AI-enabled screening tools but all hiring decisions are made by humans after review. We welcome applicants from all backgrounds. We will respond to each applicant. For applying, please use our careers portal or external job boards. No email applications.