[Hiring] Customer Support Manager @Xplor

Role Description

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.

• 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.
• Recommend and provide 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.

Qualifications

• 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.
• Comfortable operating in ambiguous environments where processes and ways of working are still evolving.
• Professionally agile, with the ability to succeed in complex, fast-changing business environments.
• Exceptional communication and relationship-building skills, including a confident phone manner and strong active listening abilities.

Benefits

• Unparalleled opportunities to learn and accelerated career development.
• A collaborative, team environment with people who truly love what they do.
• Paid Parental Leave Benefits.
• Learning resources available to continue to develop your skills and career development.
• Access to mental health support.
• Fully flexible work arrangements.

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 Eric Fallon - TA Partner.