Job Description

This role will be working in our Core Services Division, which provides scalable technology to our Business Management Systems (“BMS”) across Xplor. In particular, this role will be focusing on customers using our Marketing Automation tool (previously known as Brandbot) as well as some new exciting products which, once launched, will be part of our Growth and Operations suites. 

Our Core Services teams work across all of Xplor’s industries, this role will be primarily focussed on our Fitness & Wellbeing vertical, serving customers that range in size from small single location businesses up to and some of the biggest brands in fitness. 

The Customer Support team are our customer’s first point of call when they need help and advice when using our products. They are there to provide guidance to our customers for both the technology we provide but also marketing best practices to help customers grow their business.  

The Core Services division Is very collaborative and the Customer Support team work closely with colleagues across Product, Engineering and Customer Success.  

Responsibilities 

• Respond to and solve inbound questions from customers about their software product and service through a support ticketing system and via scheduled calls. This will require info gathering, investigation, troubleshooting and communicating effective solutions 

• Onboard new customers to the product and set them up for success on the platform 

• Provide education to customers on best practices to get the most value from software features or additional services. 

• Escalate complex issues to higher-level support tiers and/or management following current policies. 

• Provide best-in-class service quality to meet customer expectations in line with department guidelines and policies. 

• Meet or exceed personal KPI targets for performance metrics, such as number of tickets handled and customer satisfaction, according to current policies. 

• Follow internal Knowledge Centered Support processes to reuse documented solutions and contribute to knowledgebase content. 

• Be an internal advocate for our customers and represent the Voice of the Customer to internal stakeholders. 

• Other duties as assigned. 

Qualifications

• 2 years experience in customer service type roles 

• Marketing and / or SaaS experience preferred 

• Educational Qualifications: BA/BS Degree preferred   

Work Skills & Personal Characteristics 

• A true love and passion for customers   

• Highly motivated to accomplish results with the ability to work both independently and effectively within a team   

• Exceptional attention to detail and organizational skills   

• Comfortable to communicate and manage escalated customer relationships 

• Proficiency in using tech products 

• Product-first approach for solving customer challenges  

• Flexibility to work shifts between 8am- 8pm EST

• The average base salary pay range for this position is $55,000 to $60,000
   
• Eligible for a discretionary annual bonus