Software Support Specialist

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 (specifically Mariana Tek and Xplor Growth). 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. Some of the other responsibilities include : - Serve as the primary point of contact for customers by responding to and resolving inbound inquiries through ticketing systems and scheduled calls, including information gathering, investigation, troubleshooting, and delivering effective solutions. - Accurately document all customer interactions, troubleshooting steps, and resolutions in internal systems in accordance with company policies. - Guide customers through product usage by providing education on features, functionality, and best practices to maximize value and adoption. - Escalate complex or unresolved issues to appropriate support tiers or management in alignment with defined processes. - Deliver high-quality, customer-centric support that meets or exceeds service standards, expectations, and departmental guidelines. - Meet or exceed key performance indicators (KPIs), including ticket volume, productivity, and customer satisfaction metrics. - Leverage and contribute to Knowledge-Centered Support (KCS) practices by reusing documented solutions and maintaining knowledge base content. - Act as a customer advocate by representing the Voice of the Customer and sharing insights with internal stakeholders to drive improvements. - Support team and organizational objectives by taking on additional responsibilities as needed. The role is hybrid, 3 days in the office, 2 at home, on a rota basis, working between the hours of: Monday – Friday 7pm – 3am 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. - Marketing Automation experience is a plus! - 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.