Customer Support – Xplor Fitness & Wellbeing
At Xplor, we provide cloud‑based, intuitive technology solutions that help small and medium‑sized businesses manage the day‑to‑day challenges of running and growing a business.
We are looking for a Customer Support Specialist to join our Fitness & Wellbeing vertical. You will work in a high‑volume contact center environment, answering customer inquiries through email, chat and phone for Xplor customers using our software and payment products.
Responsibilities
* Receive inbound questions from customers about their software product and service through a support ticketing system.
* Document all customer interactions in applicable systems according to current policies.
* Respond to customers by gathering information and providing the best solution or appropriate next steps.
* Provide education to customers on best practices to get the most value from software features or additional services.
* Escalate complex issues to higher‑level support tiers and/or management following current policies.
* Provide best‑in‑class service quality to meet customer expectations in line with department guidelines and policies.
* Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
* Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
* Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. Other duties as assigned.
* Report to the Customer Support Manager.
Hybrid and flexible working model: 3 days per week in the Newcastle office and the rest working from home. Shifts are 2 pm – 10 pm, 3 pm – 11 pm, or 4 pm – 12 am.
Qualifications
* 3 years of related experience in a customer service role.
* Basic knowledge of technical support processes, systems, and applications (e.g., Intercom).
* Excellent customer service 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.
* Maintains personal motivation when tasks become challenging.
* Background in boutique fitness or gym management software a plus.
Benefits
* A collaborative, team environment with people who truly love what they do.
* Learning resources available to continue to develop your skills and career development.
* Paid parental leave benefits program.
* Access to mental health support.
* Flexible work arrangements.
EEO Statement
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 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. All hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions.
Applicants must be legally authorised to work in the location (country) they are applying for. Xplor does not sponsor visas at the time of hire or at any later time.
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