Take a seat on the Clearent by Xplor rocketship and join us as an Technical Support Team Lead in the United States 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.

JOB  DESCRIPTION

The Support Team Lead proactively participates within and leads your queue toward reaching service level goals. Execute leadership over your queue rooted in a culture of engagement, excellence, and focused on building relationships with our customers and with each other. Ensure our front-line reps have everything they need to be successful and for Xplor to provide industry leading support to help Xplor be the most recommended payment processor for merchants. 

OUTCOMES

1. Own the success of a given Queue (Queue Captain) 

• Assist team to meet or exceed service level target, maintain transfer rate, abandon rate, solid CSAT scores above, and high 1st call resolution. 

• Work with supervisor/manager to proactively ensure capacity needs (all shifts) are staffed appropriately 
• Work with supervisor/manager to proactively ensure schedules are communicated in advance to reps/leads 
• Assist in taking calls, working emails, responding to Slack request, to ensure goals are met. 

• Help ensure strong communication and closing the loop on requests and escalations. 

2. Lead and Empower your team to reach success individually 

• With supervisor, help reps in areas of opportunity for continuous improvement 
• Understand and utilize reps strengths to grow the greater teams’ abilities 

• Helps supervisor maintain a culture of engagement and high ownership reps for high productivity 
• Ensure reps have what they need to handle 99%+ issues confidently 
• Help supervisor identify knowledge and process gaps within team/queue 
• Be a subject matter expert in your area of expertise 

3. Contribute to Clearent’s overall support success 

• Maintain a proper balance of priority between queue time and strategic initiatives. 
• Assist supervisor to execute and provide visibility into call center projects 
• Effectively handle complex escalations from ISO partner, ISV partner, Large merchant 
• Understand Xplor’s strategy and consider in day-to-day decisions 

• Establish high trust relationships with all operations support teams for escalations/transfers 
• Acts as a role model and example to others

SPECIFIC COMPETENCIES FOR THIS ROLE 

Forward 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 in advance. 

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. Anticipates change in order to adapt own plans and priorities. 

Open & Transparent Communication 

Recalls others' main points, taking them into account in own 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. 

Drivers Performance 

Maintains commitment to goals in the face of obstacles and frustrations. Finds or creates ways to measure performance against goals. 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 

With little guidance, completes common tasks, which present limited difficulties. Reads documents to extract key information. Assists team in carrying out complex tasks. 

Managing Change 

Personally, 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. 

GENERAL COMPETENCIES FOR CLEARENT’S CULTURE 

• Honesty and integrity – Do what is right, not what is convenient. 
• Collaborative approach – Team player with a “can do” attitude. 
• Persistence – Demonstrates tenacity and willingness to go the distance to get something done. 

• Proactive – Acts without being told what to do. Brings new ideas to the company. 
• Adaptability – Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change and feedback. 
• Critical thinking – Able to make decisions under pressure, prioritized based on value, and move problems forward toward solutions. 

QUALIFICATIONS 

• Employed at Clearent for a minimum of 1 year or relevant experience 
• High School Diploma or Equivalent.
• Previous Call Center Technical Experience required, inbound or outbound. 
• Proven track record of maintaining controllable metrics. 
• Ability to multi-task and work well under pressure. 
• Exceptional oral and written communication skills. 

• Above average initiative, organizational skills, and attention to detail required. 
• Team player, must work well with others 

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 recognise 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
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements

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.

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. 

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

More about us 

Xplor Technologies is a global platform integrating SaaS solutions, embedded payments, and Commerce Accelerating Technologies to help businesses succeed. Xplor provides enterprise-grade SaaS solutions for businesses in “everyday life” verticals: Childcare & Education; Fitness & Wellbeing, Field Services and Personal Services – and a global cloud-based payment processing platform.

Xplor Technologies serves over 78,000 customers that processed over $36 billion in payments, operating across 20 markets in 2022. 

Good to know

To be considered for employment in the United States, you must be legally authorized to work in the US. Xplor does not sponsor visas, either at the time of hire or at any later time. 

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

We also invite you to check out our Candidate FAQs for more information about our recruitment process www.xplortechnologies.com/us/recruitment-faqs.

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 us via [email protected] 

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