Full-Time Technical Support Specialist

The Technical Support Specialist provides support to Xplor customers using our software and payments products.

Responsibilities:

• Answer customer inquiries via email, chat, and phone.
• Document interactions in support systems.
• Provide solutions and next steps to customers.
• Educate customers on best practices.
• Escalate complex issues to higher support tiers.
• Meet performance metrics (e.g., tickets handled, customer satisfaction).
• Follow internal Knowledge Centered Support processes.
• Represent the Voice of the Customer to internal stakeholders.
• Other duties as assigned.

Schedule: Monday-Friday, 10am to 6.30pm EST

Experience/Education:

• 3 years of related customer service experience
• BA/BS or equivalent
• Experience in a startup or SaaS company preferred
• Boutique Fitness Industry knowledge/experience a plus

Skills/Characteristics:

• Communication – Clearly communicate complex information to varied audiences.
• Empathy – Understand customer experiences.
• Positivity – Focus on solutions and positive outcomes.
• Resilience – Recover from difficult interactions.
• Grit – Persevere to resolve issues.
• Emotional Intelligence – Understand and respond to customer emotions.
• Curiosity – Quickly learn complex software.
• Patience – Maintain calmness under pressure.
• Passion – Interest in the boutique fitness industry.

Compensation: $50,000 - $55,000 base salary

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