Customer Success Advocate

2 weeks ago


Kansas City, Missouri, United States Xplor Full time
Job Overview

Company Overview:

At Xplor, we are dedicated to empowering individuals to maximize their daily potential. We provide small and medium-sized enterprises with cloud-based, user-friendly technology solutions that streamline the complexities of business management, allowing owners to focus on their passions. With Xplor Pay, we facilitate prompt and secure payments for businesses, free from hidden charges. Our proprietary technology ensures secure, transparent, and efficient transactions.

We are united by our mission to foster success for our clients. By joining our organization, you become part of a community that enhances the connection between people and Xplor products.

Position Summary:

In this role within our Field Services division, you will deliver support and expertise to field service professionals globally. We specialize in ensuring a seamless experience for both service providers and clients, whether in HVAC or landscaping.

We are looking for a dynamic individual to strengthen our support team. As a Product Support Specialist, your primary responsibility will be to address customer inquiries regarding our software products through various communication channels, including chat, phone, and email. You will leverage your comprehensive understanding of client needs to enhance the overall customer experience in Field Services. Team members are committed to delivering exceptional expertise to our clients. Your role will encompass a variety of responsibilities, including:

  • Engaging with customers to provide guidance, education, and problem resolution.
  • Collaborating with our Product team to refine and enhance our software offerings.
  • Leading online troubleshooting sessions with clients.
  • Becoming proficient in our software and market to prepare for future opportunities within Field Services and Xplor.
Key Responsibilities:
  • Responding to common inquiries regarding optimal software usage for business needs.
  • Troubleshooting data or software issues to determine the nature of the problem.
  • Providing information about available product training resources.
  • Utilizing real-life interactions to enhance technical documentation and self-service resources.
  • Identifying frequently asked questions or issues that can be addressed through automated self-service portals.
  • Maintaining a detailed log of all customer interactions and issues.
  • Reporting system performance issues and feature requests to the appropriate team members.
  • Continuously expanding your product knowledge to improve team expertise and customer satisfaction.
  • Acting as a customer advocate within the Field Services team to suggest process improvements.
  • Supporting colleagues in various capacities.
  • Assisting with special projects and other tasks as needed.
  • Adhering to company policies and procedures.
  • Meeting established individual and team performance metrics.

This position offers an hourly rate of $21.00, with potential eligibility for a discretionary bonus.

Qualifications:
  • A minimum of 2 years of relevant experience in technical and customer support, preferably in the technology or SaaS sector.
  • Proficiency in Microsoft Office applications.
  • Experience with QuickBooks and Zendesk is advantageous.
  • Strong written and verbal communication skills.
  • Analytical mindset with a focus on problem-solving.
  • Exhibiting patience, empathy, and a positive attitude in customer interactions.
  • Technologically adept with a passion for learning new tools and systems.
  • Commitment to delivering high-quality results and accountability.
  • Ability to provide an exceptional customer experience.
  • Flexibility to work varied schedules as needed.
  • Experience in remote work environments.
  • Capability to work independently and collaboratively, managing multiple responsibilities effectively.

At Xplor, we value diversity and believe that innovation flourishes at the intersection of different perspectives. We encourage all qualified individuals to apply, even if they do not meet every requirement.

Company Values:

Our core values guide our hiring practices and daily interactions:

  • Simplifying life.
  • Building for people.
  • Acting with purpose.
  • Creating lasting communities.

If these values resonate with you, you will thrive at Xplor. As part of our global network, you will receive support to achieve your goals. We prioritize shared values and provide the necessary tools for professional growth.

Benefits:
  • 12 weeks of Gender Neutral Paid Parental Leave.
  • Three additional days off for community service.
  • Commitment to Diversity & Inclusion initiatives.
  • Access to free mental health support.
  • Flexible working arrangements.

Ready to apply?
To initiate your application, please submit your resume, ensuring to include the word "moonshot" at the top of your message to confirm your attention to detail.

About Us:
We are a pioneering global platform that integrates SaaS with embedded payments, offering tools to support business growth across various sectors, including Education, Fitness & Wellbeing, Field Services, and Personal Services. Xplor Technologies serves over 106,000 clients and has processed over $37 billion in payments across 20 markets in 2023.

Equal Opportunity Employer:
Xplor is proud to be an Equal Employment Opportunity employer, committed to attracting and developing a diverse workforce. We encourage applications from all community sectors and ensure confidentiality in accordance with EEO guidelines.



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