Director of Technical Support

Take a seat on the Xplor rocketship and join us as a Director of Technical Support in Ft. Myers, FL to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

You’ll join Xplor Field Services - 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.

As a Director of Technical Support, you will be responsible for the strategic planning, execution, and delivery of all on-going technical product support and customer service-related questions and issues. This position will play a key role in ensuring our customers understand and realize the full value of our products and services. In this role you will be both the voice of the customer and of our company; providing feedback to internal teams on how we can better serve our customers, and providing to our customers proper expectations and final resolution on all customer service-related matters.

• Provide leadership to Support areas to ensure customer focus and productivity is consistent with company goals and guidelines by consulting department managers, monitoring trends and goals, and developing/modifying policies and procedures
• Empower and encourage Management team to help in administering departmental policies and day-to-day management of support operations.
• Actively participate in stakeholder, committee, and team meetings which interface with customer success, marketing, sales, training, and development to drive business results and enhance service experience for customers
• Optimize, standardize, and manage Support metrics across all channels (call center, online chat, email) to ensure customer satisfaction, and report statistical performance levels related to Support
• Identify developmental needs of Technical Support Specialists through the interpretation of Support-related data and reviewing all communication channels to provide effective coaching and development plans to improve
• Resolve immediate situations impacting support to our customers and implement related policy or procedure changes
• Address escalation of issues and coordinate with appropriate internal and external resources to provide resolution

• Recruit emlpoyees that bring a customer-centric view and a passion to solve customer problems
• Ability to direct, lead, and motivate others in a team environment
• Strong investigation, negotiation, time management, and customer service skills as well as strong problem solving and analytical abilities
• Ability to multi-task and manage changing problems in a fast-paced environment
• Excellent communication and presentation skills
• Proactive in identifying and proposing solutions to both process-related and team dynamic issues
• Above average working knowledge of spreadsheets and/or other analytical tools
• Empathetic and active listener for both customer and team related issues and concerns
• Experience driving a technical support team to ensure best-in-class metrics in areas like customer satisfaction score, first touch resolution, first reply time, mean time to resolve, and abandonment rates.
• Experience with ZenDesk and JIRA preferred

What does it mean to work for Xplor?

Our four core values - Make life simple, build for people, move with purpose and create lasting communities - are key to who we are and guide us from how we hire to how we recognize our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• Unlimited paid time off plus 3 day paid volunteer days per year
• 12 weeks Gender Neutral Paid Parental Leave
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Educational reimbursement
• Access to mental health support

Our hub locations provide:

• Engagement activities such as field days, monthly company lunches, quarterly events, and department outings
• Regularly sanitized environment with protective equipment
• Dog Days
• Catered lunches plus free snacks and drinks
• Ping pong, foosball, basketball and other onsite games

More about us

We’ve recently expanded our reach by merging the two software and payments powerhouses TSG and Clearent. The resulting company is Xplor Technologies serving over 82,000 businesses that processed over $27 billion in payments, operating across 158 countries in 2020.

Xplor is headquartered in the United States in Atlanta, GA, with operations across North America, Australasia, Europe, and the United Kingdom. We now have over 2,000 Xplorers, working across five “everyday life” verticals: Education, Health and Fitness, Boutique Wellness, Field Services and Personal Services.

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

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers.

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.

All Information will be kept confidential according to EEO guidelines.

We’re committed to replying to each application and look forward to getting in touch with you soon.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers.

Xplor is proud to be an Equal Employment Opportunity employer. We're dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, veteran status and age. Applications are encouraged from all sectors of the community.

All Information will be kept confidential according to EEO guidelines.

We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours.

We’re committed to replying to each application and look forward to getting in touch with you soon.