Software Support Specialist (SaaS)

TL;DR

Software Support Specialist (SaaS): Providing technical assistance and onboarding for Fitness & Wellbeing software and payment solutions with an accent on client relationship management and issue resolution. Focus on handling high-volume inquiries, educating customers on best practices, and collaborating with higher-level support tiers to ensure a frictionless user experience.

Location: Hybrid: 3 days per week in the Newcastle office, UK

Company

Cloud-based technology solutions enabling small and medium-sized businesses to manage operations and payments efficiently.

What you will do

• Handle inbound customer inquiries via email, chat, and phone using a support ticketing system.
• Provide education to clients on software features and best practices to maximize product value.
• Document all customer interactions and contribute content to the internal knowledge base.
• Escalate complex technical issues to higher-tier support or management following internal policies.
• Act as an internal advocate for the Voice of the Customer to help improve products.
• Meet and exceed personal KPI targets for ticket volume and customer satisfaction.

Requirements

• Must be legally authorized to work in the UK (no visa sponsorship provided).
• 3 years of related experience in a customer service role.
• Basic knowledge of technical support processes and applications (e.g., Intercom).
• Excellent written and verbal English communication skills.
• Ability to multitask, prioritize, and maintain motivation in a high-volume contact center.
• Growth and problem-solving mindset.

Nice to have

• Background in Boutique Fitness or previous experience working at a gym or studio.
• Knowledge of gym management software.

Culture & Benefits

• Hybrid and flexible working model.
• Collaborative team environment with a focus on personal connection.
• Access to learning resources for skill and career development.
• Paid Parental Leave benefits program.
• Access to mental health support.