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Newcastle upon Tyne, England, United Kingdom · Hybrid
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$28k–$32k/yr
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Senior+
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Newcastle upon Tyne, England, United Kingdom · On-site
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Newcastle upon Tyne, England, United Kingdom · On-site
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Newcastle upon Tyne, England, United Kingdom · On-site
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Newcastle upon Tyne, England, United Kingdom · Hybrid
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Newcastle upon Tyne, England, United Kingdom · On-site
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Newcastle upon Tyne, England, United Kingdom · On-site
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Newcastle upon Tyne, England, United Kingdom · Remote OK
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Company Description Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables ou…
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Full-time
Paid parental leave, Volunteer days, Diversity and inclusion initiatives, Global mentorship program, Mental health support, Flexible working arrangements
Posted 6d ago
~40 hrs/week
Responsibilities
The Software Support Specialist serves as the primary point of contact for resolving inbound customer inquiries via email, chat, and phone. They are responsible for troubleshooting issues, documenting interactions, and educating customers on product features to ensure long-term success.
Requirements
Candidates should have at least 3 years of experience in a customer service role and basic knowledge of technical support processes. Excellent English communication skills and a problem-solving mindset are essential for this position.
Full job description
Company Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.
We are unified by our purpose of helping people to success. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
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 .
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.
Powering the businesses behind everyday life experiences.
Industry
Software Development
Company size
1,001-5,000 employees
Headquarters
Atlanta, Georgia
LinkedIn followers
175,033
Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments, and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.
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.
Offices: 950 E Paces Ferry Rd NE, Atlanta, Georgia 30326, US