Support Operational Specialist

TL;DR

Support Operational Specialist (Customer Support/SaaS): Managing high-touch operational requests, platform administration, configuration changes, and concierge-level support for fitness and wellness software clients with an accent on customer advocacy, operational accuracy, and proactive communication. Focus on coordinating concurrent business change projects, identifying risks and dependencies, and providing chat support during periods of increased demand.

Location: Hybrid in Newcastle upon Tyne, UK, with 3 days per week in the Newcastle office and the remainder working from home. Working hours are Monday to Friday between 11am and 3am. Applicants must be legally authorised to work in the UK; visa sponsorship is not provided.

Company

hirify.global provides cloud-based software and secure payment solutions that help small and medium-sized businesses manage and grow their operations.

What you will do

• Manage customer requests involving account, tenant, branding, permissions, integrations, payment configurations, and platform settings.
• Coordinate ownership transitions, account updates, rebrands, and other customer-facing operational projects.
• Validate requirements, identify risks and dependencies, and ensure accurate and timely completion of changes.
• Act as the primary contact for assigned requests, setting expectations and providing proactive updates.
• Provide chat support coverage, assist with queue balancing, and support incident-related communications when required.
• Improve operational workflows, knowledge-base content, self-service resources, and support documentation.

Requirements

• Experience in customer support, operations, account management, customer success, or a related field.
• Strong written and verbal communication, problem-solving, organizational, and time-management skills.
• Ability to manage multiple priorities with exceptional accuracy and attention to detail.
• Experience with support ticketing or customer management systems and the ability to work independently.
• Demonstrated ability to build customer relationships, take ownership, and maintain composure in a fast-paced environment.
• Legal authorisation to work in the UK is required; visa sponsorship is not available.

Nice to have

• Experience supporting SaaS products or software platforms.
• Experience in boutique fitness, wellness, or health club industries.
• Experience managing customer-facing operational projects or business change requests.
• Familiarity with platform administration, account configuration, Intercom, Salesforce, or similar tools.

Culture & Benefits

• Values include finding better ways, doing the right thing, straightforward communication, teamwork, and ownership.
• Flexible hybrid working arrangements.
• Paid parental leave programs and three additional volunteer days.
• Access to mental health support, diversity and inclusion initiatives, mentorship, and continuous learning opportunities.
• Global collaboration with colleagues across a large international network.

Hiring process

• Submit a resume through the careers portal or an external job board.
• Include the word “moonshot” at the top of the message to the Hiring Manager.