Software Support and Onboarding Specialist

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XODA

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

☁️ SaaS

🤝 B2B

🧘 Wellness

💰 $711.9k Seed Round - XODA on 2022-05

SaaS • B2B • Wellness

XODA is an all‑in‑one gym and fitness management software platform for gyms, studios and wellness businesses. It centralises memberships, class scheduling, online bookings, payments (direct debit and card), staff and operations, CRM/marketing automations, branded member mobile apps, reporting and access control. XODA positions itself as a purpose‑built, scalable SaaS platform for single studios through multi‑site and franchise operators, offers freemium through enterprise pricing tiers, and serves customers across Australia, NZ, the UK, the US and Asia.

📋 Description

• Hands-on experience in the end-to-end support life cycle from initial customer inquiry, triage, replication, and writing bug reports. • Communication clarity with customers, stakeholders, and development team. • Onboarding new customers and conducting initial training. • Deliver top tier service to all XODA customers. • Respond to customer enquiries in a timely and efficient manner. • Assist new customers implementing software into their business. • Document processes and improve efficiencies around onboarding. • Coordinate bug fixes with the development team based on priority. • Deliver updates to customers with clear communication. • Record and share customer feedback to create a continuous service improvement framework. • Champion the voice of the customer internally by giving product feedback for improvements.

🎯 Requirements

• Fluency in English is mandatory. • 3+ years’ experience in Product Support in a SaaS environment • Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions. • Experience managing issues through the end-to-end support lifecycle: initial customer inquiry, triage, replication, and writing effective bug reports for our development team • Ability to translate technical and complex issues to non-technical people • Experience managing and maintaining ticket logging tools (JIRA, Hubspot) • Experience in coordinating and prioritizing bug fixes • Sound understanding of Incident and Problem management • Proven success in building strong customer relationships • Understanding of Customer Onboarding • Strong organizational and time management skills.

🏖️ Benefits

• The opportunity to join a rapidly evolving scale-up that's on an incredible journey of growth. • A generous base salary with company performance bonuses • The latest hardware, software and tools • Join a mission-led company and genuinely positively impact multiple industries and the people operating in them. • Work flexibility • Operating in the health and wellness space has driven us to sponsor various fitness and wellness activities. • We also encourage you to get involved in the community, attending talks and events, whatever interests you. • We celebrate as a team regularly and hold XODA offsite events.