Software Support Specialist

Job Description

About the opportunity

You'll join our SMB Boutique vertical where we've brought together our Wellness and Health & Fitness business to form a single, global vertical that serves clients around the globe in key markets. We offer market-leading software products to gyms, health clubs, leisure, parks & recreation centers.

Reporting into the Customer Support Manager, you'll be responsible for ensuring that our clients are provided with a best-in-class experience and a frictionless introduction to the Xplor software and payments solution (specifically Mariana Tek and Xplor Growth). You'll build strong, long-lasting relationships and become a trusted advisor with key stakeholders across the Xplor business.

We are looking for a customer support person to help secure the long-term success of our clients. This position works in a high-volume contact center environment and is responsible for answering customer inquiries through email, chat and phone for Xplor Mariana Tek and Xplor Growth. As you grow there's opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products.

Some of the other responsibilities include :

• Serve as the primary point of contact for customers by responding to and resolving inbound inquiries through ticketing systems and scheduled calls, including information gathering, investigation, troubleshooting, and delivering effective solutions.
• Accurately document all customer interactions, troubleshooting steps, and resolutions in internal systems in accordance with company policies.
• Guide customers through product usage by providing education on features, functionality, and best practices to maximize value and adoption.
• Escalate complex or unresolved issues to appropriate support tiers or management in alignment with defined processes.
• Deliver high-quality, customer-centric support that meets or exceeds service standards, expectations, and departmental guidelines.
• Meet or exceed key performance indicators (KPIs), including ticket volume, productivity, and customer satisfaction metrics.
• Leverage and contribute to Knowledge-Centered Support (KCS) practices by reusing documented solutions and maintaining knowledge base content.
• Act as a customer advocate by representing the Voice of the Customer and sharing insights with internal stakeholders to drive improvements.
• Support team and organizational objectives by taking on additional responsibilities as needed.

The role is hybrid, 3 days in the office, 2 at home, on a rota basis, working between the hours of:

Monday – Friday 7pm – 3am

Qualifications

What would make me a good candidate?

• Maybe you've come from a background in Boutique Fitness or previously worked at a gym or studio and have knowledge of a gym management software.
• Marketing Automation experience is a plus!
• 3 years of related experience in a customer service role
• Basic knowledge of Technical Support processes, systems, and applications - e.g Intercom
• Excellent customer services skills, demonstrated by being friendly, helpful, and empathetic
• Excellent written and verbal English skills
• Ability to multitask, prioritise, and manage time effectively
• Displays a growth and problem-solving mindset
• Maintain personal motivation when tasks become challenging

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

Values and Life at Xplor

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are:

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talentsupport@xplortechnologies.com.

More about us

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most.

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.

To learn more about us and our products, please visit xplor.com/careers/.

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community.

We make it a priority to respond to every applicant.