Customer Support Specialist

Company Description

Take a seat on the Xplor rocketship and join us as a Customer Support Specialist to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

The Customer Support Specialist provides support to Truecoach customers - this might include individual coaches that are just starting out or experienced coaches that need assistance with a query or bug. This position works in a high-volume contact center environment and is responsible for answering customer inquiries though email, chat and phone. 
You’ll join a team that delivers a best-in-class, customer-centric support experience. The customer support specialist plays a key role in developing this ethos through driving customer satisfaction and quick resolution times.

Responsibilities include:

• Receive inbound questions from customers about Truecoach and service through a support ticketing system.
• Document all customer interactions in applicable systems according to current policies.
• Respond to customers by gathering information and providing the best solution or appropriate next steps.
• Provide education to customers on best practices to get the most value from software features or additional services.
• Escalate complex issues to higher-level support tiers and/or management following current policies.
• Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies.
• Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies.
• Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledgebase content.
• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders.
• Other duties as assigned.

Qualifications

• 3 years of related experience in a customer service role
• BA or BS, or equivalent experience
• Experience working in a startup or SaaS company.
• Must be available to work shift hours- from 7.30am PST to 4pm PST.
• The average base salary pay range for this position is $50,000 to $60,000.
• May be eligible for a discretionary bonus.

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us: 

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements

More about us 

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020. 

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

How to apply? 

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Abbi Staplehurst - Talent Acquisition Lead.

To be considered for employment in the United States, you must be legally authorized to work in the US. Xplor does not sponsor visas, either at the time of hire or at any later time. 

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. 

We also invite you to check out our Candidate FAQs for more information about our recruitment process