Customer Support Manager

Company Description

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 Description

About the Opportunity

Join our Xplor Field Services Team as a Customer Support Manager - 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.

Reporting into the Senior Manager of Software Support , you'll lead a dedicated team of Software Support Advisors, driving operational excellence, fostering a culture of continuous improvement, and strengthening relationships with our customers and internal teams.

Some of the other responsibilities include :

• Lead and manage a regional team, delivering world-class customer support for our software product - Service Autopilot.
• Champion collaboration with Engineering and Product teams to ensure timely and effective resolution of technical issues.
• Maintain high customer satisfaction, ensuring consistent service quality and adherence to SLAs.
• Enhance knowledge resources, contributing to internal frameworks that streamline issue resolution and knowledge sharing.
• Monitor and analyse support trends, using data to identify improvements, flag anomalies, and implement solutions.
• Stay current with software updates and product enhancements, empowering your team through regular training and development.
• Standardise and optimise support processes across all channels—phone, chat, and email—while reporting on performance and satisfaction metrics.
• Oversee all aspects of the internal and external Customer Experience
• Recommends and provides ideas on systems, standards, and mechanisms that guide customer service activities; recommending measures that can be used to assess customer service efficiency, consistency, reliability, and quality to consistently improve and ensure quality services are delivered to customers.
   

- This average base salary pay range for this position is $62,000-$70,000 USD.

- For this role, we can offer a fully remote working arrangement once you are based in the United States and hold full working rights.

#LI-Remote

Qualifications

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

We are searching for a motivated and experienced Manager, Customer Support to lead our Field Services team. To be considered for this role, the ideal candidate will have:

• Proven experience in a customer support leadership role, with strong awareness of current industry trends, techniques, and best practices.
• Knowledge of Service Autopilot is highly desirable. 
• Over 5 years of progressive customer service and support experience within the SaaS industry.
• Strong leadership experience in customer‑facing environments, with a track record of building, coaching, and inspiring high‑performing teams.
• Demonstrated ability to mentor and develop a Software Support Team, with a focus on growth and continuous improvement.
• In‑depth knowledge of customer service principles and support operations.
• Hands‑on experience with customer service and support technologies, including CRM systems, telephony, databases, and tools such as Salesforce, AWS, and Calabrio.
• Experience with QuickBooks is highly desirable.
• Proven background in software support leadership and managing multiple technology resources
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