Software Support Specialist (SaaS)

TL;DR

Software Support Specialist (SaaS): Providing technical support and onboarding for fitness and wellbeing software clients with an accent on frictionless introduction and long-term client success. Focus on resolving inquiries via omnichannel support and contributing to knowledge base documentation.

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

Company

hirify.global provides cloud-based technology solutions that enable small and medium-sized businesses to manage their operations and payments efficiently.

What you will do

• Handle inbound customer questions through a support ticketing system via email, chat, and phone.
• Provide guidance on best practices to help customers maximize the value of software features.
• Document all customer interactions and contribute to knowledge base content using KCS processes.
• Escalate complex technical issues to higher-level support tiers and management.
• Act as an internal advocate for customers, representing the Voice of the Customer to stakeholders.
• Meet performance KPIs 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 skills.
• Ability to work shifts (2pm-10pm, 3pm-11pm, or 4pm-12am).
• Strong multitasking, prioritization, and time management skills.

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 learning resources for skill and career development.
• Paid Parental Leave benefits program.
• Access to mental health support.
• Flexible work arrangements with a hybrid office/home model.