Manager of Customer Support

Company Description

Take a seat on the Xplor rocketship and join us as Level 2 Support Analyst in Vancouver 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**:

- Proactively create initiatives and experiences that will surpass customer expectations by listening to, and highlighting the voice of the customer (VoC)
- Implement Customer Support processes designed to enhance customer satisfaction and improve team effectiveness
- Continuously drive improvements to Customer Support policies and promote their implementation
- Conduct interviews to find new Customer Support superstars to join the team
- Take ownership of all escalated customer issues and ensure follow through to resolution
- Ensure the Customer Support team is always aware of all new information related to products, procedures, and trends
- Create and monitor support statistics, preparing detailed reports on trends and findings to support data-driven decision making
- Create a culture of continuous improvement, supporting the team’s ongoing training and knowledge efforts
- Build and continuously update help, learning materials & FAQ’s to ensure consistent customer communications and experience
- Ensure the team is meeting defined metrics and KPI’s for Support velocity and customer satisfaction.
- Act as an escalation point for Support Specialists, working as the liaison between the customer and various departments within the organization.
- Ensure high customer satisfaction for all Support clients.
- Support high employee satisfaction with all Support team members.
- Drive operational requirements and implement processes to scale Support services, owning accountability for engagement success.
- Foster a culture of continuous training and knowledge development with the team.
- Ensure achievement of Support team’s SLA’s, constantly driving efficiency and monitoring team performance
- Has consistent 1:1’s with reports, ensuring regular coaching and feedback
- Energizes others, building a team culture of high performance and trust.
- Working closely with our third-party service management partner, to ensure close alignment and consistent service experiences.

**Qualifications**:

- 5+ Years of customer service experience.
- 3+ Years of leadership experience.
- Possesses strong customer relation skills.
- Strong problem-solving, analytical, follow-up skills and detail oriented.
- A proactive, self-motivated learner with a strong drive to achieve personal goals.
- Ability to work in a team where you manage your own time and priorities.
- Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same
- You're a true team player who knows that we all have to sometimes roll up our sleeves.
- You align with our four core values.
- Knowledge of Microsoft Office programs (Word, Excel, Outlook, etc.)
- Experience with Salesforce an asset.
- Excellent verbal and written communication skills and professional etiquette.

Additional Information
**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?**

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?
- 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, and age. Applications are encouraged from all sectors of the community. _
- We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours. #LI-Remote_