Support Operational Specialist

About the opportunity You'll join our SMB Fitness & Wellbeing vertical where we've brought together our Boutique Wellness and Health & Fitness businesses to form a single global vertical serving clients around the world. We provide market-leading software products and payment solutions for fitness studios, gyms, health clubs, leisure centers, and wellness businesses. This position will own the focus on delivering exceptional customer experiences while expanding ownership of operational and white-glove services. Reporting to the Customer Support Manager, you'll be responsible for delivering high-touch operational support services and concierge-level customer experiences for Xplor Mariana Tek clients. This role specializes in customer business change requests, platform administration, add-on configuration, and white-glove services that require exceptional attention to detail, customer advocacy, and ownership. As a member of the Support Operations team, you will serve as the primary owner of operational and administrative customer requests, ensuring accurate execution, proactive communication, and exceptional service throughout the customer journey. You'll manage customer requests from intake through completion while maintaining strong relationships and acting as a trusted advisor for customers navigating business and platform changes. While operational work remains the primary focus of the role, Support Operations Specialists are also expected to maintain proficiency in front-line support workflows and provide chat support coverage when business needs require additional capacity. This secondary responsibility helps ensure a seamless customer experience during periods of increased demand, staffing gaps, and customer-impacting events. Success in this role requires strong organizational skills, exceptional attention to detail, outstanding customer communication, and the ability to balance operational project work with support responsibilities while maintaining a high standard of service excellence. What You'll Do White-Glove Services - Manage customer requests requiring platform configuration or administrative changes. - Execute approved account, tenant, branding, and business configuration updates. - Support requests related to permissions, integrations, payment configurations, and platform settings. - Validate request requirements and ensure changes are completed accurately and efficiently. - Maintain ownership of requests through completion while keeping customers informed throughout the process. Customer Project Coordination - Coordinate and manage customer operational projects and business change requests. - Support ownership transitions, account updates, rebrands, and platform administration activities. - Manage multiple concurrent requests while maintaining service quality and operational accuracy. - Identify risks, dependencies, and potential customer impacts proactively. - Ensure timely completion of assigned projects and operational tasks. Customer Communication - Serve as the primary point of contact for assigned requests and projects. - Set expectations regarding scope, timelines, and outcomes. - Provide proactive updates throughout the request lifecycle. - Deliver concierge-level service focused on customer success and satisfaction. - Build trust and credibility through consistent communication and ownership. Operational Excellence - Follow established operational procedures and quality standards. - Ensure all customer interactions and administrative changes are documented accurately. - Contribute to process improvements and workflow optimization initiatives. - Maintain awareness of product changes, operational procedures, and support best practices. - Act as an advocate for the customer experience by identifying recurring themes and opportunities for improvement. Chat Support Coverage (Secondary Responsibility) - Provide chat support coverage during periods of increased volume or reduced front-line capacity based on the Chat Support Workflow.docx - Assist with queue balancing and workload distribution across customer support channels. - Support incident-related customer communications when required. - Maintain proficiency in chat support workflows and customer communication standards. - Deliver the same high standard of customer service expected across all support channels. Knowledge Management - Contribute to internal knowledge base content and process documentation. - Identify opportunities to improve self-service resources and support workflows. - Share operational expertise and best practices with team members. - Participate in training initiatives and continuous learning opportunities. 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 hours are Monday - Friday, 11am - 7pm What Would Make Me a Good Candidate? - Experience in customer support, operations, account management, customer success, or a related field. - Strong written and verbal communication skills. - Exceptional organizational and time management abilities. - Ability to manage multiple priorities while maintaining accuracy and attention to detail. - Proven ability to build trust and relationships with customers. - Strong problem-solving and critical-thinking skills. - Experience working within support ticketing or customer management systems. - Demonstrated ability to work independently and take ownership of customer outcomes. - Preferred - Experience supporting SaaS products or software platforms. - Boutique fitness, wellness, or health club industry experience - Experience managing customer-facing operational projects. - Familiarity with platform administration, account configuration, or business change management. - Experience with Intercom, Salesforce, or similar customer support platforms. What Makes Someone Successful in This Role? - Customer-first mindset with a passion for delivering exceptional service. - Strong attention to detail and operational accuracy. - Ability to maintain composure while managing competing priorities. - Proactive communication and ownership mentality. - Strong organizational and project coordination skills. - Adaptability in a fast-paced environment. - Curiosity, continuous learning, and a growth mindset. - Commitment to delivering high-quality customer experiences. 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.