Customer Support Director at Xplor

Newcastle upon Tyne, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Fintech, SaaSIndustries

Requirements

Proven leadership in contact centre operations, customer experience, and training strategy
Experience managing BPO relationships and outsourced service models
Strong analytical skills with ability to interpret data and drive decisions
Excellent communication, stakeholder engagement, and change management capabilities
Familiarity with tools like Salesforce, JIRA, monday.com, and AI-driven support platforms
Curious and empathetic mindset
Motivated by meaningful work and alignment with core values
Positive outlook, comfortable with ambiguity, and thrives in an ever-evolving and complex environment
Ability to be both tactical and strategic, aim high, and put people first

Responsibilities

Champion customer-centric service design across all channels (chat, email, voice)
Lead CX strategy development, including frameworks, metrics, and feedback loops
Collaborate with Product, Engineering, and Commercial teams to embed CX into service delivery models
Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis
Manage global BPO partnerships, ensuring alignment with service standards and cost models
Lead performance reviews, contract negotiations, and strategic planning for BPO expansion or transition
Implement governance frameworks to monitor quality, compliance, and operational efficiency
Drive transformation initiatives, including location strategy and contractor transitions
Lead cross-functional teams across Service Delivery, CX, and BPO
Partner with senior stakeholders in Global Operations, HR, Product, and Commercial
Represent Service Delivery in strategic forums and transformation programs
Foster a culture of accountability, innovation, and continuous improvement

Skills

Key technologies and capabilities for this role

Contact Centre OperationsCustomer Experience DesignCX StrategyService DeliveryTraining StrategyBPO ManagementMulti-channel SupportVoice SupportChat SupportEmail SupportOperational ExcellenceMetrics DevelopmentTeam Leadership

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The role is based on-site in Newcastle with a hybrid and flexible working model, requiring 2-3 days per week in the Newcastle office.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What key skills and expertise are required for the Customer Support Director role?

The role requires deep expertise in contact centre operations, training strategy, and customer experience design, along with visionary leadership in a fast-paced, matrixed environment.

What is the company culture like at Xplor?

Xplor fosters a culture unified by the purpose of helping people succeed, with a focus on personal connections, customer-centric service, accountability, innovation, and continuous improvement.

What makes a strong candidate for this Customer Support Director position?

A strong candidate is a visionary leader passionate about helping people succeed, with proven ability to lead multi-functional teams, manage BPO partnerships, drive CX strategy, and thrive in fast-paced matrixed environments.

Xplor

Provides software and payment solutions for businesses

About Xplor

Xplor Technologies offers software and payment solutions designed to help small to medium-sized businesses grow by managing digital marketing, loyalty programs, and appointment scheduling. Their products operate on a subscription model for software and transaction fees for payment processing, allowing businesses to streamline operations and enhance customer engagement. Xplor stands out by promoting an inclusive culture and continuously improving its offerings with advanced features like Xplor Pay Mobile and Service Autopilot. The company's goal is to empower businesses to effectively engage with customers and drive growth through accessible technology.

None, NoneHeadquarters

2022Year Founded

DEBTCompany Stage

Consumer Software, Enterprise Software, FintechIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Risks

Increased competition from Square and Stripe may impact Xplor's market share.

Economic instability in Australia and New Zealand could affect Xplor Gym's adoption.

Regulatory scrutiny on PayFac as a Service may delay its implementation.

Differentiation

Xplor integrates SaaS solutions with embedded payments for everyday life businesses.

The company offers AI-driven tools like Service Autopilot for innovative service delivery.

Xplor's PFaaS optimizes payment systems, unlocking new revenue streams for SaaS companies.

Upsides

Xplor Gym's launch in Australia and New Zealand expands its fitness market presence.

Justin Beck's appointment is set to drive global growth in home services.

Generative AI integration can enhance Xplor's offerings, adding value for clients.

Land your dream remote job 3x faster with AI

Try Jobo Free