Technical Support Specialist

About the opportunity 

Youll join our SMB Boutique vertical where weve 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 youll 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. Youll 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 theres opportunity for you to provide support to Xplor customers who are using one or more of our software and payment products. 

Work Schedule: This position is scheduled to work an eight-hour shift Monday through Friday from 12:00 PM to 8:00 PM EST.

Some of the other responsibilities include :

• 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.

Qualifications :

What would make me a good candidate 

• Maybe youve come from a background in Boutique Fitness or previously worked at a gym or studio and have 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
• 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. 

The average base salary pay range for this position is $50000 - $55000

May be considered for a discretionary bonus

This is a 100% remote position available to candidates located in the U.S. excluding Hawaii and Alaska.

#LI-Remote

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

Ready to apply

To start your application please submit your resume and we will be in touch as soon as we can. Please include the word moonshot at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

More about us 

More than 130000 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 authorized to work in the country youre 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 dont send your application via email.

To learn more about us and our products please visit  also invite you to check out our Candidate FAQs for more information about our recruitment process 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 proud to be an Equal Employment Opportunity employer. Were dedicated to attracting retaining and developing our people regardless of gender identity ethnicity sexual orientation disability veteran status and age. Applications are encouraged from all sectors of the community. All Information will be kept confidential according to EEO guidelines. 

Xplor is committed to the full inclusion of all qualified keeping with our commitment Xplor will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact us via  

We make it a priority to respond to every applicant.

Remote Work :

Yes

Employment Type :

Full-time