Job Description About the opportunity Xplor Gym is a leading, all-in-one gym management platform designed to help fitness businesses of all sizes streamline operations, boost revenue, and deliver exceptional member experiences. Part of Xplor Technologies a global SaaS and embedded payments provider operating in 20 markets Xplor Gym combines powerful tools like automated billing, access control, marketing automation, and real-time analytics into one secure, cloud-based solution. We are seeking a Customer Software Support Officer to join our dynamic team in Melbourne , Australia. In this role, you will be the primary point of contact for our valued customers, providing exceptional technical support and ensuring their software-related issues are resolved efficiently and effectively. Reporting into the Software Support Team Leader, you’ll serve our customers by: Handle phone calls, emails, and chats politely and promptly, aiming for high first‑time resolution. Resolve first‑line queries related to accounts, basic products, payment contracts, and system enquiries. Progress, follow up on, and resolve customer issues using the appropriate management systems, ensuring all activity is accurately logged. Maintain and update internal and external systems, tools, and case management records with detailed notes and troubleshooting steps. Collaborate with Level 2 Support, Development, Product, Account Management, and cross‑functional teams to escalate issues and ensure seamless resolutions. Contribute to building scripts, guidance materials, SOPs, and shared knowledge documents to improve support consistency and visibility. Identify and share recurring issues or improvement opportunities to enhance processes, documentation, customer experience, or product usability. Develop in‑depth knowledge of Xplor systems and the full product portfolio to operate as a subject matter expert (SME) and effectively support customers. For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home. Operating hours for the team will be between 8am–6pm, with rotating shifts.
