Customer Support Manager

Xplor • Louisville, KY

2d • $62,000 - $70,000 • Remote

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed