Software Support Specialist - Remote

Overview

The Software Support Specialist will provide exceptional customer support to clients using Xplor's software and payment solutions, ensuring a frictionless experience and building long-lasting relationships.

In Short

• Join the Fitness & Wellbeing vertical at Xplor.
• Responsible for answering customer inquiries via email, chat, and phone.
• Document customer interactions in a support ticketing system.
• Provide education on best practices for software features.
• Escalate complex issues to higher-level support.
• Meet or exceed personal KPI targets for performance metrics.
• Follow internal Knowledge Centered Support processes.
• Be an internal advocate for customers.
• Work in a hybrid model: 3 days in the office, 2 from home.
• Opportunity for career growth in customer support.

Requirements

• 3 years of experience in a customer service role.
• Background in Boutique Fitness or gym management software is a plus.
• Basic knowledge of IT processes and systems.
• Excellent customer service skills.
• Strong written and verbal English skills.
• Ability to multitask and prioritize effectively.
• Growth and problem-solving mindset.
• Maintain motivation during challenging tasks.

Benefits

• Opportunities for learning and career development.
• Collaborative team environment.
• 12 weeks Gender Neutral Paid Parental Leave.
• Unlimited access to LinkedIn Learning.
• Access to mental health support.
• Fully flexible work arrangements.