portal resources jobs companies x xplor manager, customer support remote

Manager, Customer Support Remote 🔥


Company Description


Take a seat on the Xplor rocketship and join us as a Manager of Customer Support.

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


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 a motivated and experienced Manager of Customer Support to lead our Service AutoPilot team. To be considered for this role, the ideal candidate will have proven experience working in a customer support leadership position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Leading people at Xplor

Leaders at Xplor are tasked with bringing our culture and values to life. The Xplor culture is rooted in inclusive, innovation, personal growth and impact. As a leader at Xplor you will;

  • Attract, develop, inspire and retain a high performing team
  • Exhibit a desire to help their team members succeed and invest time in their development and growth
  • Collaborate and openly debate with the team to manage projects, solve problems, discuss challenging issues, or learn more about critical issues as a group
  • Delegate tasks thoughtfully to free up capacity to work at a strategic level
  • Work with Xplorers in the team to establish clear, challenging performance goals and metrics for the year
  • Use the Xplor performance management and goal setting process to monitor projects and deliver results that exceed expectations and regularly review team progress against plans
  • Act as an enterprise leader sharing best practice and driving Xplor wide initiatives

Qualifications


Management Functions

  • Work with Human Resources to recruit, interview and hire
  • Performs check-ins with team members with regular touch base sessions
  • Promotes core values within the department
  • Responsible for management, coaching and personal development of direct reports
  • Maintain, approve, and monitor timecards and PTO requests
  • Regularly manage employee issues and concerns as they arise

General Response Team Functions

  • Oversee all aspects of the internal and external Customer Experience
  • Manage all KPI (Key Performance Indexes) statistics
  • Help with the development of standards and procedures
  • 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

Customer Experience

  • Anticipate and resolve customer service escalations
  • Monitors and maintains the image of the Xplor and Service AutoPilot brands
  • Maintain or exceed CSAT of 85% and Net Promoter Score of 70
  • Implement customer service/support strategies to improve quality of service
  • Excellent relationship building skills

Team Building

  • Create and promote employee engagement
  • Let people shine – empower people
  • Find out what motivates team members and help them succeed
  • Leads a positive culture and champions diversity and inclusive leadership

Additional Information


Qualifications

  • Relevant bachelor's degree
  • 5+years progressive customer service/support experience in the SaaS industry.
  • 3+ years in customer service/support leadership
  • 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


Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

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

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.

All Information will be kept confidential according to EEO guidelines.

We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours.

We’re committed to replying to each application and look forward to getting in touch with you soon.

Other openings you might be interested in

More remote jobs

Let us send you new openings similar to Manager, Customer Support Remote straight to your Inbox. Weekly or Daily. 7-day free trial 💌

The ability to work remotely increases employee happiness by 20 percent.