Customer Support Manager

  • Louisville, KY, USA
  • Full-time
  • Role type: People Leader
  • Department: Payments Operations
  • Division: Payments

Company Description

XPLOR PURPOSE and VALUES

Purpose

Our reason for being, beyond just making money. It acts as the north star for the business.  It guides everything we do. Internally, it’s the rallying cry that gets us out of bed in the morning and unites us.  Externally, it tells the world why we exist.

Values

Our values are the core beliefs we stand for at Xplor, and are an essential part of how we help people succeed. They inform how we interact with colleagues and clients, guide the way we operate across the business and shape the narrative we share with the world.

Make Life Simple:

We challenge over-complication. We know the greatest impact can be achieved when simplicity is a priority.

Move with Purpose:

We are intentional about where we’re heading. We keep pace and continuously improve as we go, delivering better outcomes faster.

Build for People:

We put people’s needs at the heart of every decision to create the best experiences.

Create Lasting Communities:

We create strong relationships and leave a legacy. We look for commonalities and shared passions to thrive together.

Job Description

We are looking for a dynamic individual to lead our Customer Service and Technical Support teams for Xplor.  In this role you will deliver outcomes that help us succeed in the marketplace by making it easy to do business with Xplor while having an impact on customer satisfaction.  In addition, you will:

  • Develop a culture aligned with Xplor Purpose and Values.
  • Build relationships with our customers to make it easy to do business with Xplor.
  • Ensure team members have the tools, training and coaching they need to be successful.
  • Ability to apply workforce management principles to scheduling and performance assessment.

 

Qualifications

PREFERRED QUALIFICATIONS

·       5+ Years contact center leadership in a people leadership role with experience managing remote teams

·       Experience in payments, fintech, or merchant acquiring preferred

·       Experience with SaaS for the B2B and/or B2C market

·       Certifications related to contact center management, project management, lean management, Salesforce or data analytics

·       Bachelors degree or equivalent experience

Additional Information

SPECIFIC COMPETENCIES FOR THIS ROLE

 

Strategic Thinking

Anticipates how individuals and groups will react to situations and information and plans accordingly. Anticipates the consequences of situations and plans accordingly. Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems. Anticipates possible problems and develops contingency plans.

 

Adaptability

Adapts to new ideas and initiatives across a wide variety of issues or situations. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Supports major changes that challenge traditional ways of operating.

 

Transparent Communication

Checks own understanding of others' communication (e.g., paraphrases, asks questions). Elicits comments or feedback on what has been said. Maintains continuous, open, and consistent communication with others.

 

 

Inspires Performance

Maintains commitment to goals in the face of obstacles and frustrations. Has a strong sense of urgency about solving problems and getting work done. Creates momentum and drives behavior change when necessary.

 

 

Fosters Teamwork

Assumes additional responsibilities to facilitate the achievement of team goals. Seeks input from other team members on matters that affect them. Shares all relevant information with others.

 

Technical Expertise

Knowledge of current contact center methodologies and technology. Understanding of project management and data analytics and reporting. Experience with Salesforce and PowerBI a plus. Experience with payment processing and/or merchant acquiring, and SaaS will be preferred.

 

 

Mentoring + Guiding

Involves others in a process or decision to ensure their support. Seeks out and builds relationships with others who can provide information, intelligence, career support, potential business, and other forms of help. Maintains a genuine interest in facilitating the personal and professional growth of others, regardless of reporting relationship. Acts as a role model and example to others

 

 

Managing Change

Develops a new method or approach. Proposes new approaches, methods, or technologies. Develops better, faster, or less expensive ways to do things. Is flexible and open to new ideas and encourages others to value change.

 

 

Ownership of outcomes

Proactively looking to improve our outcomes. Creating and maintaining lists of improvement areas related to processes, procedures, policies, knowledge content and executing projects with peers to make improvements.

 

 

Leadership Development

Identifies, coaches, and develops talent to become more effective leaders. Models a style of leadership that reflects the XPLOR purpose and values. Brings a learning mindset to the leadership process and continually improves leadership competency and outcomes.

 

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

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. 

Xplor is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Xplor will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Acquisition Leader at [email protected] or +1 561-598-5952.

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 also committed to replying to each application and look forward to getting in touch with you soon.