Support Operations Manager

2 weeks 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. The ideal candidate will have a positive, engaging, and goal-oriented management style and must be comfortable working with cross-functional teams.

Key Responsibilities

  • Respond, manage, and solve incoming support requests from clients through various channels
  • Orient new customers to our service and ensure 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 the 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, SaaS preferred
  • 3+ years 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 multi-task 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

Additional Information

All your information will be kept confidential according to EEO guidelines.

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