Software Support Specialist

TL;DR

Software Support Specialist (Fitness & Wellbeing): Providing best-in-class support for gym management software and payments solutions through email, chat, and phone with an accent on resolving customer inquiries, educating on best practices, and escalating complex issues. Focus on handling high-volume tickets, meeting KPIs for satisfaction and volume, and contributing to knowledge base as a trusted advisor.

Newcastle upon Tyne, UK: Hybrid model - 3 days per week in office, rest from home. Must be legally authorised to work in the UK; no visa sponsorship.

Company

Global provider of cloud-based software and payments solutions for small and medium-sized businesses in fitness, wellness, gyms, and recreation centers.

What you will do

• Handle inbound customer inquiries via email, chat, phone, and ticketing system for Xplor Mariana Tek software.
• Document interactions, provide solutions or next steps, and educate on software features and best practices.
• Escalate complex issues to higher tiers and meet KPIs for ticket volume and customer satisfaction.
• Follow Knowledge Centered Support processes, contribute to knowledge base, and advocate for customers internally.
• Build long-lasting relationships and support additional Xplor products as you grow.

Requirements

• 3 years in customer service role
• Basic knowledge of technical support processes and tools like Intercom
• Excellent written and verbal English skills
• Strong customer service skills: friendly, helpful, empathetic
• Ability to multitask, prioritize, and manage time effectively
• Growth mindset and problem-solving abilities
• Legally authorised to work in the UK; no visa sponsorship

Nice to have

• Background in boutique fitness, gyms, or studio management software

Culture & Benefits

• Collaborative team environment with focus on core values: Make life simple, Build for people, Move with purpose, Create lasting communities.
• Hybrid flexible working: 3 days in Newcastle office, rest from home.
• Learning resources for skill and career development.
• Paid Parental Leave and mental health support.
• Emphasis on diversity, innovation from differences, and responding to every applicant.