Manager of Support Escalations

  • Full-time
  • Role type: People Leader
  • Department: Customer Support
  • Division: Fitness & Wellbeing

Company Description

Take a seat on the Xplor rocketship and join us as the Senior Manager of Customer Support in Vancouver 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

    • Take ownership of all escalated customer issues and ensure follow through to resolution
    • Ensure the Customer Support team is always aware of all new information related to trending or ongoing issues
    • Create and monitor support escalation & defect statistics, preparing detailed reports on trends and findings to support data-driven decision making
    • Proactively create initiatives and experiences that will surpass customer expectations by observing and improving upon Support Escalations process
    • Work in close partnership with Sr. Manager of Customer Support to implement processes designed to enhance customer satisfaction and improve team effectiveness
    • Conduct interviews to find new Customer Support superstars to join the team
    • Create a culture of continuous improvement, supporting the team’s ongoing training and knowledge efforts
    • Ensure the team is meeting defined metrics and KPI’s for Support response and customer satisfaction.
    • Monitor the Engineering team's metrics to ensure we are meeting defined metrics and KPI's for service level and response to confirmed defects
    • Act as a technical escalation point for Support Specialists, working as the liaison between the customer and various departments within the organization.
    • Support high employee satisfaction with all Support team members.
    • Drive operational requirements and implement processes to scale Support services, owning accountability for engagement success.
    • Manage support costs proactively, managing adherence to the team's financial targets
    • Foster a culture of continuous training and knowledge development with the team.
    • Ensure achievement of Support team’s SLA’s, constantly driving efficiency and monitoring team performance
    • Has consistent 1:1’s with reports, ensuring regular coaching and feedback
    • Energizes others, building a team culture of high performance and trust.
    • Working closely with our Engineering teams to ensure close alignment on ongoing customer defects and deliver consistent service experiences.


    • 5+ Years of customer support experience.
    • 3+ Years of leadership experience.
    • Possesses strong customer relation skills.
    • Strong problem-solving, analytical, follow-up skills and detail oriented.
    • A proactive, self-motivated learner with a strong drive to achieve personal goals.
    • Ability to work in a team where you manage your own time and priorities.
    • Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same!
    • You're a true team player who knows that we all have to sometimes roll up our sleeves.
    • You align with our four core values.
    • Knowledge of Microsoft Office programs (Word, Excel, Outlook, etc.)
    • Experience with Salesforce an asset.
    • Excellent verbal and written communication skills and professional etiquette.
    • The average base salary pay range for this position is $90,000 to $100,000
    • May be eligible for a discretionary bonus

    Additional Information

    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. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Lindsay Joseph.


    We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via [email protected] 

    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, you must be legally authorized to work in Canada. 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

    We also invite you to check out our Candidate FAQs for more information about our recruitment process

    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, and age. Applications are encouraged from all sectors of the community.

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

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