At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
Job DescriptionAbout the opportunity
You'll join our SMB Boutique vertical where we've 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, you'll 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. You'll 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 there's 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.
What would make me a good candidate?
- Maybe you've 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 $50,000 - $55,000
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 InformationValues 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 130,000 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 you're 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 don't send your application via email.
To learn more about us and our products, please visit xplor.com/careers/.
We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.
EEO 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. We're 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 individuals. In 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 [email protected].
We make it a priority to respond to every applicant.
Skills Required
- 3 years of related customer service experience
- Basic knowledge of technical support processes, systems, and applications (e.g., Intercom)
- Excellent customer service skills (friendly, helpful, empathetic)
- Excellent written and verbal English skills
- Ability to multitask, prioritize, and manage time effectively
- Displays a growth and problem-solving mindset
- Maintain personal motivation when tasks become challenging
- Availability to work Monday–Friday, 12:00 PM to 8:00 PM EST
- Located in the U.S. (excluding Hawaii and Alaska) and 100% remote eligible
- Legally authorized to work in the U.S. without visa sponsorship
- Background in boutique fitness or gym/studio management software
Xplor Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Xplor Technologies and has not been reviewed or approved by Xplor Technologies.
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Leave & Time Off Breadth — Leave options appear broad, with generous PTO and paid sick days frequently highlighted as a notable part of the overall package. Paid volunteer time and bereavement leave add additional time-off breadth beyond standard vacation policies.
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Retirement Support — Retirement support is positioned as a meaningful component of total rewards, including a 401(k) match that is described with a clear match formula. Eligibility for performance bonuses and mentions of equity/pension options further contribute to perceived long-term value for some roles.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical, dental, vision, life, and disability insurance, alongside U.S.-specific supports like an FSA. Mental health support through an employee assistance program and wellness programs strengthen the overall health-and-wellbeing offering.
Xplor Technologies Insights
What We Do
WHAT WE DO At Xplor, we build easy-to-use technology for the businesses that make up everyday life – whether booking a gym session, dropping the kids at daycare, registering for a community center class, fixing your furnace, or playing 18 holes on Saturday. That’s what people expect in the experience age – and why more than 130,000 businesses across 72+ countries use our integrated software and embedded payment solutions to attract, connect, engage, and retain their customers. Our platform processes $47 billion in payments annually because we've made it simple for businesses to get paid, manage their operations, and focus on what they do best: serving their customers. WHY JOIN XPLOR? • Work that has real-world impact: What we build helps businesses serve customers more effectively, and adapt as their businesses grow. When our customers succeed, everyday life works better for millions of people around the world. • Technology with purpose: We build technology for real operators solving real-world problems. That means designing products that fit how businesses actually work, helping customers make better decisions, and creating tools that improve both operations and the experiences they deliver. • A portfolio with breadth and depth: Our teams support a diverse set of industries, including fitness and leisure, golf and club, recreation, field services, garment care, education, and payments. That means the opportunity to solve meaningful challenges across multiple markets, while contributing to one shared company vision. OUR VALUES Our values shape how we lead, how we make decisions, and how we work every day. • Find a better way: We challenge outdated processes, improve the way we work, and look for smarter solutions. We bring ideas, not just problems, and stay open to better ways forward. • Do the right thing: We act with integrity, make ethical decisions, and hold ourselves to a high standard. We own mistakes quickly, learn from them, and apply our principles consistently. • Say it straight: We communicate clearly, and with respect. We share context, not just outcomes, give timely feedback, and speak up early when something needs attention. • Win together: We work across teams and functions with trust and shared purpose. We seek input early, assume positive intent, and celebrate success together. • Own the outcome: We take responsibility for results. We follow through, solve problems, and step in when something needs to be fixed.
Why Work With Us
At Xplor, you get room to grow, work that has real impact, and a team where you can bring your whole self. In return, we ask you to put people first, innovate fearlessly, and aim high. Be part of a global community built to help you – and the businesses we serve – thrive.
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