Software Support Specialist (SaaS)

TL;DR

Software Support Specialist (SaaS): Providing high-quality technical support and guidance to clients using gym management and payment software with an accent on troubleshooting, customer relationship management, and product adoption. Focus on resolving complex inbound inquiries via ticketing systems, improving knowledge base content, and acting as a customer advocate to drive product improvements.

Location: Hybrid (Newcastle upon Tyne, UK). Must be legally authorised to work in the UK; no visa sponsorship is provided.

Company

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

What you will do

• Resolve inbound customer inquiries through email, chat, and phone using ticketing systems.
• Investigate and troubleshoot software issues to deliver effective and frictionless solutions.
• Educate customers on features and best practices to maximize product value and adoption.
• Maintain internal documentation and contribute to Knowledge-Centered Support (KCS) practices.
• Collaborate with internal stakeholders to share "Voice of the Customer" insights for product improvement.
• Meet KPIs related to ticket volume, productivity, and customer satisfaction.

Requirements

• 3+ years of experience in a customer service role.
• Basic knowledge of technical support processes and tools (e.g., Intercom).
• Excellent written and verbal English proficiency.
• Legal authorization to work in the UK (Xplor does not sponsor visas).
• Growth mindset and ability to manage time and priorities effectively in a high-volume environment.

Nice to have

• Experience in Boutique Fitness, gym, or studio management.
• Knowledge of gym management software.
• Experience with Marketing Automation tools.

Culture & Benefits

• Hybrid work model (3 days office, 2 days home).
• Paid Parental Leave programs.
• #GiveBackDays: 3 extra days off for community volunteering.
• Access to free mental health support.
• Commitment to Diversity & Inclusion with global mentorship programs.
• Flexible working arrangements.