White-Glove Support & Operations Specialist

Xplor Education; Newcastle upon Tyne; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Paid Parental Leave

GiveBackDays – volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor is seeking a Support Operations Specialist in Newcastle to deliver high-touch operational support and concierge-level service for SMB Fitness & Wellbeing clients.

You will own customer requests from intake through completion, coordinate operational projects, and maintain proactive, transparent communication across the journey with a strong focus on accuracy and service excellence. This hybrid role demands collaboration with the Customer Support Manager and cross-functional teams.

Qualifications

• Experience in customer support, operations, account management, or customer success.
• Strong written and verbal communication skills.
• Excellent organizational and time management abilities.
• Ability to manage multiple priorities with accuracy and attention to detail.
• Experience with SaaS platforms and customer management systems.

Responsibilities

• Own white-glove services and platform configuration for clients.
• Coordinate and manage customer operational projects and changes.
• Maintain proactive customer communication throughout request lifecycles.
• Follow operational procedures and contribute to process improvements.
• Provide chat support coverage as needed and support knowledge management.

Skills

Customer support

Operations

Account management

Customer success

Communication

Tools

Intercom

Salesforce

Job description

Xplor is seeking a Support Operations Specialist in Newcastle to deliver high-touch operational support and concierge-level service for SMB Fitness & Wellbeing clients.

You will own customer requests from intake through completion, coordinate operational projects, and maintain proactive, transparent communication across the journey with a strong focus on accuracy and service excellence. This hybrid role demands collaboration with the Customer Support Manager and cross-functional teams.