Software Support Specialist

Xplor Technologies; Newcastle upon Tyne; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Paid parental leave

Volunteer days (#GiveBackDays)

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor Technologies in Newcastle upon Tyne is seeking a customer support specialist to deliver a best-in-class experience for clients using Xplor Mariana Tek and Xplor Growth. This role operates in a high-volume contact center, combining email, chat, and phone support to ensure a smooth onboarding and ongoing relationship.

You will document interactions, educate customers on best practices, and escalate complex issues while meeting KPIs.

Qualifications

• 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.

Responsibilities

• 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 handled and customer satisfaction, according to current policies.
• 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.

Skills

Customer service

Multitasking

English proficiency

Time management

Empathy

Growth mindset

Relationship building

Tools

Intercom

Ticketing system

Job description

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. 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.

• 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 handled and customer satisfaction, according to current policies.
• 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 pattern is Saturday - Wednesday 14:00 - 22:00

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.
• 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

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.

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 make it a priority to respond to every applicant.

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.