Customer Success Manager, Bilingual English-Japanese

Xplor; London; Remote; GBP 30,000 - 45,000; Full time

Job summary

Join Xplor's Fitness & Wellbeing vertical as a Customer Support Specialist, where you will provide exceptional support to clients using our software solutions. You will leverage your strong Excel skills and experience in the software sector to build lasting client relationships and ensure successful usage of our products. This role supports remote work within the UK, focusing on candidates who thrive in customer-oriented environments.

Qualifications

• Experience on a support desk for SaaS applications is essential.
• Native Japanese speaker is a must, with excellent English skills.
• Ability to communicate technical concepts to non-technical users.

Responsibilities

• Provide a best-in-class experience for clients throughout the customer lifecycle.
• Lead data analytics efforts to inform decision-making.
• Engage with clients to understand and resolve product difficulties.

Skills

Customer service

Data analysis

Technical communication

Problem solving

Multitasking

Education

Experience in the software industry

Background in Account Management or Customer Success

Tools

Microsoft Office suite

Zendesk

Job description

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 succeed. 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 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.

We are looking for an experienced customer support person to help secure the long-term success of our clients. You will require strong Excel skills and experience of data analysis, to lead on technical investigation work. You will provide support throughout the entire customer lifecycle: onboarding; data migration; product training; and operational support.

Reporting into the Operational Director for Xplor Gym (Membr), 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.

Some of the other responsibilities include:

• Operate as the customer's trusted advisor, cultivate relationships, and provide a consistent and frictionless experience that delivers immediate value.
• Lead on data analytics to inform decision-making and underpin recurring activities.
• Work with the product and engineering teams to investigate and resolve issues.
• Understand the customer's business goals and set them up for success in achieving those targets.
• Become an expert on the Membr product, providing technical and business solutions; assisting with product adoption, optimisation, and change management.
• Ability to engage with clients who are having difficulties using or understanding the product and providing a resolution or gathering enough details to assist with escalation.
• Monitor customer satisfaction/account health and take action to resolve issues and improve the user experience.
• Collaborate with internal teams to support the success of your customers, including Customer Support, Sales, and other departments.
• Assist with building a best-practice documentation library and process documentation as needed.
• Fulfill club training requirements through a variety of mediums.
• Expand your knowledge of the industry, track current trends to provide recommendations to customers, and provide product and tech teams with continuous feedback on new customer requirements.

This position has a preference for candidates based in the Manchester area, where our Xplor Gym (Membr) office is located. However, open to remote work from the UK too.

Qualifications

• Previous experience working on a support desk in the software industry, ideally supporting similar SaaS applications.
• Background in Account Management or Customer Success is a plus.
• Broad knowledge of IT processes, systems, and applications (e.g., Zendesk).
• Knowledge of best practices when working with live mission-critical databases.
• Fast and fluent with Microsoft Office suite (Word & Excel).
• Native Japanese speaker is a must for this role.
• Excellent written and verbal English skills.
• Excellent customer service skills, demonstrated by friendliness, helpfulness, and empathy.
• Ability to communicate technical jargon in ways that are easy to understand for a non-technical audience.
• Ability to multitask, prioritize, and manage time effectively.
• Growth and problem-solving mindset.
• Maintain personal motivation when tasks become challenging.
• Broad understanding of technology.

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. Even if you do not tick all boxes, we encourage you to apply.