Customer Support Manager
About The Position
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.
Requirements
- Proven experience in a customer support leadership role, with strong awareness of current industry trends, techniques, and best practices.
- 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.
- 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.
Nice To Haves
- Knowledge of Service Autopilot is highly desirable.
- Experience with QuickBooks is highly desirable.
Responsibilities
- 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
- Recommends and provides 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.
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 program
- Learning resources available to continue to develop your skills and career development
- Access to mental health support
- Fully flexible work arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
