Software Support Specialist

Salary: £63,000 - 103,000 per year

Requirements:

• We are looking for someone with 3 years of related experience in a customer service role.
• We value basic knowledge of technical support processes, systems, and applications, such as Intercom.
• You should have excellent customer service skills and be friendly, helpful, and empathetic.
• You should have excellent written and verbal English skills.
• You should be able to multitask, prioritise, and manage time effectively.
• You should display a growth and problem-solving mindset.
• You should maintain personal motivation when tasks become challenging.
• Experience in boutique fitness, working at a gym or studio, or knowledge of gym management software would be an advantage.

Responsibilities:

• We handle inbound customer questions about software products and services through a support ticketing system.
• We document all customer interactions in applicable systems according to current policies.
• We respond to customers by gathering information and providing the best solution or appropriate next steps.
• We provide education to customers on best practices to help them get the most value from software features or additional services.
• We escalate complex issues to higher-level support tiers and/or management following current policies.
• We provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
• We meet or exceed personal KPI targets for performance metrics such as number of tickets handled and customer satisfaction.
• We follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledge base content.
• We act as an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders.
• We perform other duties as assigned.

Technologies:

• Cloud
• Support
• Network
• REST
• SMB
• AI
• LESS

More:

We are Xplor, a global company that provides small and medium-sized businesses with cloud-based, intuitive technology solutions to help them manage and grow their businesses. Our SMB Boutique vertical brings together our Wellness and Health & Fitness business to serve clients around the globe with market-leading software products for gyms, health clubs, leisure, and parks & recreation centres. This is a full-time, associate-level customer service role based in Newcastle, with a hybrid and flexible working model that includes three days per week in the office and the rest working from home. The shift pattern is Saturday to Wednesday, 14:00 to 22:00. We offer a supportive global network, flexible working arrangements, paid parental leave, extra volunteer days, access to free mental health support, and a strong commitment to diversity, inclusion, and career growth. We are backed by Advent International, Battery Ventures, and Silver Lake, and our purpose is to help people succeed.

last updated 34 week of 2026