Job Description
About the opportunity
You’ll join our Fitness & Wellbeing vertical where we have combined our Boutique Wellness and Health & Fitness businesses to form a single, global vertical that serves clients around the world. We offer market‑leading software products to gyms, health clubs, leisure, parks & recreation centres.
Reporting to the Customer Support Manager, you will be responsible for ensuring that our clients receive a best‑in‑class experience and a frictionless introduction to the Xplor software and payments solution. You will 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. As you grow, there is an opportunity to provide support to Xplor customers who use one or more of our software and payment products.
For this position we offer a hybrid and flexible working model: you will spend 3 days per week in the Newcastle office and the remaining days working from home.
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.
Benefits
* A collaborative, team environment with people who truly love what they do.
* Learning resources available to continue developing your skills and career.
* Paid parental leave benefits program.
* Access to mental health support.
Qualifications
* Either a background in boutique fitness or previous work at a gym or studio and knowledge of a gym management software.
* 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.
* Maintains personal motivation when tasks become challenging.
To be considered for employment, you must be legally authorised to work in the location (country) you are applying for. Xplor does not sponsor visas, either at the time of hire or at any later time.
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.
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