Product Support Team Lead- Field Services- Remote

Company Description

You’ll join Xplor Field Services - the team that develops business management software for the Field Service Industry. We offer business owners an all-in-one software system, which handles scheduling, invoicing, and customer service responsibilities. Our software helps thousands of contractors and field service entrepreneurs build highly profitable businesses – with less stress, and better control over their growth.

We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Team Lead, you’ll focus on providing channel team coaching/mentoring, handle escalated customer inquiries related to our software product(s) via chat, phone, and email and expand the knowledge set of your assigned team. This is a people leader position.  As a Product Support Team Lead, you will have the opportunity to wear many hats. Some of what you will experience includes the following:

• You are a true product expert who’s technically savvy to conduct investigations and be an essential resource for your team, colleagues, and customers.
• You enjoy coaching and mentoring team members to meet and exceed team and company goals for customer product support as well as your team’s personal career growth and development.
• You’ll contribute to improving our processes looking for opportunities to drive efficiency.
• Live our company’s core values in all internal and external engagements.

Job Description

• Carry out supervisory responsibilities that include the direction, coordination, and evaluation of assigned team members.
• Be involved in the interviewing, hiring, and training process for members of your assigned team or other channels as requested.
• Ensure that you are planning, assigning, and directing daily work to meet the team, channel and individual metrics.
• Be a key contributor for setting team goals, appraising team and individual contributor performance, rewarding and disciplining team members based on departmental and company policies.
• Resolve complex support requests working in conjunction with the escalation team or the manager of the department when necessary.
• Assist Tier I-III team members to expand their knowledge of the product and services offered
• Work collaboratively with Product, IT, Customer Success, and Account Management teams on problem analysis and submit recommendations for resolution.

• Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement
• Support and encourage your colleagues in any way possible
• Assist on special projects and any other tasks as necessary
• Adhere to company and team policies and procedures
• Meet established team and individual goals as required for the position level
• Position may require changes to work schedule- with prior notice

This position is set with a base salary of $54,000.  

May be considered for a discretionary bonus.

Qualifications

• Professional etiquette with effective written and verbal communications skills
• Analytical and data-oriented approach to problem-solving- root cause analysis
• Ability to multi-task, prioritize and manage time
• Patience, empathy, and a positive attitude with a desire to help our customers and the team
• Maintains a genuine interest in facilitating the personal and professional growth of others, regardless of reporting relationship
• Act as a role model and example to others utilizing our core company values
• Demonstrated ability to tactfully de-escalate customer calls
• Works diligently to build trust and strong relationships with our Field Services customers
• If internal candidate, completed Level III with QA 85% or higher consistently; met all Udemy coursework; maintained excellent attendance and punctuality in accordance with department policy. Excellent knowledge of Field Services core product features and competency with advanced features.

Additional Information

•          3+years progressive customer service/support experience in the SaaS                 industry.
•          In-depth knowledge of customer service principles and practices
•          Knowledge of customer service/support software, databases, telephony               and CRM tools (Salesforce, Zendesk, Mitel a plus)
•          Current with relevant technology trends and applications for support 
•          Proficiency in MS Office applications especially Excel 

More about us 

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to h