Support Operational Specialist (SaaS)

Location: Newcastle upon Tyne, UK; hybrid schedule with 3 days per week in the Newcastle office and the remainder working from home.

Company

Provides cloud-based software and secure payment solutions for small and medium-sized businesses, including fitness, health, wellness, and leisure operators.

What you will do

• Manage customer requests involving platform configuration, account, tenant, branding, permissions, integrations, payment settings, and business changes.
• Coordinate customer operational projects such as ownership transitions, account updates, rebrands, and platform administration activities.
• Own requests from intake through completion, validate requirements, identify risks and dependencies, and maintain accurate documentation.
• Communicate scope, timelines, outcomes, and proactive status updates while delivering concierge-level customer service.
• Provide chat support coverage, assist with queue balancing, and support incident-related customer communications when required.
• Contribute to knowledge-base content, process documentation, workflow improvements, training, and continuous learning.

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 independently while maintaining accuracy, attention to detail, and ownership of customer outcomes.
• Experience with support ticketing or customer management systems.
• Experience building customer relationships and delivering proactive communication.
• Must be legally authorised to work in the UK; visa sponsorship is not available at hire or later.

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 support platforms.

Culture & Benefits

• Customer-first culture guided by values including continuous improvement, integrity, teamwork, direct communication, and ownership.
• Flexible hybrid working arrangements.
• Paid parental leave and three additional paid volunteer days.
• Access to free mental health support, diversity and inclusion initiatives, and a global mentorship program.
• Opportunities for continuous learning and professional development.

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.