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Customer Support Director

2 months ago

Atlanta, Georgia, United States Xplor Technologies, LLC Full time

About Xplor Technologies, LLC

Xplor Technologies, LLC is a software company that specializes in providing smart solutions for daily activities with a recurring nature. We offer software, payments, and commerce-enabling solutions across five everyday life verticals: Education, Health and Fitness, Boutique Wellness, Field Services, and Personal Services.

Job Description

The Customer Support Director is responsible for overseeing one or more product-specific support teams, as well as providing direct support to escalated customers. This role will be growing and developing a new team on a new product, primarily using an offshore team (tier 1) combined with onshore existing team members (tier 2).

Key Responsibilities

  • Respond, manage, and solve incoming support requests from both small and medium-sized businesses and enterprise clients through various channels.
  • Orient new customers to our service and ensure that they understand its benefits and their path to success.
  • Collaborate with internal teams on strategic projects and initiatives.
  • Ensure client retention through service, training, and success within the platform.
  • Recruit, train, and manage all brand-specific support specialists.
  • Utilize best practices to improve customer satisfaction and ensure a best-in-class level of support.
  • Develop and implement process and policy improvements to support growth of customer base.
  • Identify opportunities to improve efficiency and reduce workload through self-service.
  • Manage and escalate tickets that need engineering and development support.
  • Collaborate with Marketing on all client communications.
  • Translate customer needs into actionable solutions that can be implemented with improvements to the product or service.
  • Monitor and report on relevant support metrics.

Requirements

  • 4-6 years of experience in software support, preferably in a SaaS environment.
  • 3+ years of experience managing and growing a team.
  • Ability to prioritize, multitask, and organize workload.
  • Demonstrated knowledge of the boutique fitness industry as a customer, employee, consultant, or vendor.
  • Ability to work both individually and collaboratively within a team environment.

Work Skills/Personal Characteristics

  • Excellent communication, written, and oral presentation skills.
  • Metrics-driven mentality.
  • Internally motivated to accomplish results with the ability to work both independently and effectively within a team.
  • Exceptional attention to detail and organizational skills.
  • Able to multitask and efficiently manage time and priorities for self and team.
  • Passion for fitness, our vision, and the problem we are solving.
  • Experience working with a remote leader while maintaining high levels of accountability and productivity.