About Exerp

The Exerp club management platform has been developed over more than 15 years with input from our entire customer base – some of the biggest players in the fitness and leisure space. Encompassing one of the most dynamic periods of change in any industry, our experience incorporates a wealth of best practices from these clients. The result is a complete set of solutions in a highly configurable system, and the knowledge to apply them in ways that are perfectly suited to each company.

About the role:

Purpose

As a Technical Service & Operations Consultant at Exerp, you will play a key role in delivering exceptional

client experiences while solving complex technical challenges across our platform and infrastructure. You’ll

use tools such as monitoring systems, database queries, and cloud technologies to identify, analyse, and

resolve issues—ensuring our clients receive timely, high-quality support and solutions.

In this hybrid role, you will act as a bridge between clients and our technical ecosystem. You’ll work closely

with client stakeholders to understand business needs, refine technical requirements, and deliver tailored

solutions that help clients get the most out of the Exerp Platform and its integrations.

This position is ideal for someone who thrives on problem-solving, values continuous improvement, and

enjoys balancing operational depth with client-facing collaboration.

Key Responsibilities

Client Interaction & Support

• Act as a main point of contact for client support via tickets, video calls, and phone.

• Build lasting relationships with stakeholders through responsive, clear communication.

• Resolve urgent issues in the platform and integrations, including billing and reporting.

• Join the Major Incident Response Team to help manage critical issues.

• Support technical onboarding of new team members through training and knowledge sharing.

Issue Resolution & Operational Diagnostics

• Conduct in-depth diagnostics using tools such as Grafana, Prometheus, Elasticsearch, and

perform database lookups, log analysis, and cloud environment checks (e.g., AWS, Kubernetes).

• Collaborate across teams to solve complex, cross-functional issues.

• Proactively monitor systems to identify and prevent potential issues.

Technical Consulting & Custom Solutions

• Customize the Exerp member portal and templates using HTML, jQuery, and XSL.

• Deliver custom reports, data extracts, and analytical queries to support client insights.

• Execute data tasks including scripting and template configuration.

Experience & Skills

• 3+ years in technical support or a client-facing role, preferably in software or SaaS.

• Strong troubleshooting skills and a proactive, solution-oriented approach.

• Quick learner with a demonstrated ability to master new tools and technologies.

• Proficient in Excel and data analysis; comfortable working with large datasets.

• Working knowledge of APIs, web services, and integration use cases.

• Experience using monitoring and observability tools such as Grafana, Prometheus, and

Elasticsearch to identify and analyse system behaviour.

• Exposure to modern cloud and container technologies, including Kubernetes and the AWS

console.

• Familiarity with SQL, relational databases, and turning data into actionable insights.

Qualities we appreciate

• Clear and confident communicator in English, both written and spoken.

• Organized and efficient, with the ability to juggle multiple priorities and deadlines.

• Builds strong client relationships and engages comfortably with senior stakeholders.

• Proactive, detail-oriented, and eager to learn and improve.

• Analytical thinker with both technical understanding and business awareness.

• Team player who thrives in collaborative and fast-paced environments.

• Comfortable working independently while contributing to shared goals in a fast-paced environment.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at recruiting@clubessentialholdings.com.

Your security and trust are important to us.