Customer Support Manager at Xplor

About the Opportunity 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. Some of the other responsibilities include : • 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.  - This average base salary pay range for this position is $62,000-$70,000 USD. - For this role, we can offer a fully remote working arrangement once you are based in the United States and hold full working rights. #LI-Remote