Software Support Specialist (SaaS)

TL;DR

Software Support Specialist (SaaS): Providing high-quality technical assistance and onboarding for clients using fitness and wellbeing management software with an accent on ticket resolution and customer relationship management. Focus on solving software-related inquiries via chat, email, and phone while contributing to the internal knowledge base.

Location: Hybrid: 3 days per week in the Newcastle office, 2 days working from home. Must be legally authorized to work in the UK; no visa sponsorship provided.

Company

Xplor provides cloud-based technology solutions to help small and medium-sized businesses manage their operations and growth.

What you will do

• Manage inbound customer inquiries via a support ticketing system across email, chat, and phone.
• Document all customer interactions and provide the best possible solutions or appropriate next steps.
• Educate customers on best practices to maximize the value of software features and services.
• Escalate complex technical issues to higher-level support tiers and management.
• Meet personal KPI targets regarding ticket volume and customer satisfaction.
• Contribute to the internal knowledge base using Knowledge Centered Support processes.

Requirements

• 3 years of experience in a customer service role.
• Basic knowledge of Technical Support processes and tools such as Intercom.
• Excellent written and verbal English skills.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving mindset and ability to maintain motivation during challenges.
• Legal authorization to work in the UK.

Nice to have

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

Culture & Benefits

• Collaborative team environment with passionate colleagues.
• Access to learning resources for continuous skill and career development.
• Paid Parental Leave benefits program.
• Access to mental health support.
• Flexible work arrangements.