• Communicate with commercial clients through email, phone, text, client portals, CRM systems, video updates, and virtual meetings. • Capture and clarify client issues, assigning and tracking until completion. • Identify patterns and problems, proposing solutions proactively. • Track client requests, property issues, and service updates for organized execution. • Record video updates and attend client meetings for clearer communication. • Facilitate bilingual communication between English-speaking clients and Spanish-speaking team members.

Role Description You’ll join our team in our Field Services vertical — the team that provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy. We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Specialist , you’ll focus on handling customer inquiries related to our software product(s) via chat, phone, and email while building upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience. Team members are engaged in our mission to provide unparalleled expertise to our customers. As a Product Support Specialist, you will have the opportunity to wear many hats. Some of what you will experience includes the following: - Working with our customers; teaching, guiding, and problem solving - Working with our Product team to perfect and improve our software - Leading online troubleshooting sessions with customers - Becoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or Xplor Responsibilities - Answer routine questions on how to best use the software for our customer’s business needs - Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug - Provide information on available product training resources - Leverage real-life interactions to improve technical documentation and self-service resources - Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center - Enter and maintain a log of all customer interactions and issues, including all support email interactions, phone calls, chats, and any other pertinent information - Submit system performance issues, data updates, and feature requests to Level III team members for escalation - Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement - Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings/recommendations to teammates to improve the overall customer experience - Support and encourage your colleagues in any way possible - Assist on special projects and any other tasks as necessary - Adhere to company and team policies and procedures - Meet established team and individual goals and metrics as required This position is set with an hourly rate of $21.00/hour. May be considered for a discretionary bonus. Location: This is a remote position available to candidates located in the U.S., excluding Hawaii and Alaska. #LI-Remote The work hours for this role are 9am-6pm EST. Qualifications - Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication - Proficiency with Microsoft Office products - Previous experience with QuickBooks and Salesforce is a plus - Professional etiquette with effective written and verbal communications skills - Analytical and data-oriented approach to problem-solving - Patience, empathy, and a positive attitude with a desire to help our customers - You are tech-savvy and enjoy learning and over time mastering new tools and systems - Strive to do your best, deliver quality results, and take accountability - You know how to deliver a great customer experience - You have the flexibility and availability needed to work potential different schedules - You have previous experience working in a remote position - You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills Benefits - Paid Parental Leave benefit programs - #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community - Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program - Access to free mental health support - Flexible working arrangements Company Description At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments. More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake.

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.