About The Role

Some of your responsibilities include: 

Provide assistance, support and coaching to Contact Support Advisors
Be an escalation point for concerns raised by Advisors and consumers
Contribute to the flow of internal communications to your teams from all internal departments
Provide supervision and support to ensure all company standards and policies are adhered to and maintained
Set goals for team members as required to support annual performance assessments
Provide a support infrastructure to improve the quality of performance and improve the consumer experience
Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance.
Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures.
To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience.

What would make me a good candidate?
This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team.

Required qualifications for this role

Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics
Previous background in a Call Centre Operations
Demonstrable and effective people management skills, with a track record of professionally developing others
Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues
Demonstrable experience in a consumer services or credit control role and environment
Effective at identifying problems and providing appropriate solutions
Ability to lead and motivate a team in exceptional consumer service and delivery
Proactive, self-motivated learner with a strong drive to achieve personal goals
You’re a true team player who is willing to support outside of your normal day to day
You align with our four core values and you’re simply a good human

Values and Life at Xplor
Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

Find a better way
Do the right thing
Say it straight
Win together
Own the outcome

If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits are

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

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can. Please include the word "moonshot" at the top of your message to the Hiring Manager so that we know you took the time to read our job ad.

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 hidden]. 

More about us  

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. 

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only . Please don't send your application via email. 

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

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

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here .

Xplor is 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 make it a priority to respond to every applicant.