Full-Time Technical Support Specialist

The Technical Support Specialist provides support to Xplor customers using our software and payments products. This role works in a high-volume contact center environment, answering customer inquiries via email, chat, and phone for Xplor Mariana Tek.

Responsibilities include:

• Receiving inbound customer questions via a support ticketing system.
• Documenting all customer interactions in applicable systems.
• Responding to customers by providing solutions or next steps.
• Educating customers on best practices for software use.
• Escalating complex issues to higher support tiers.
• Providing high-quality service meeting customer expectations.
• Meeting or exceeding personal KPI targets.
• Following internal Knowledge Centered Support processes.
• Advocating for customers and representing their needs internally.
• Additional duties as assigned.

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

Experience/Education: 3 years related experience in customer service, BA/BS or equivalent, experience in a startup/SaaS company, boutique fitness industry knowledge/experience.

Skills/Characteristics: Strong communication skills, empathy, positivity, resilience, grit, emotional intelligence, curiosity, patience, and passion.

Salary: $50,000 - $55,000 (base).

Benefits: Paid parental leave, giving back days, LinkedIn learning access, career growth conversations, diversity and inclusion initiatives, flexible working arrangements.

Application Instructions: Submit resume, include "moonshot" in the message to the Hiring Manager, Mr. Pineapple Express.

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