Product Support Specialist I

About Xplor

Xplor creates technology that helps small and medium-sized businesses simplify day-to-day operations and spend more time on what they do best. Its cloud-based tools are designed to make business management easier, while Xplor Pay supports fast, secure payments with clear pricing and no hidden fees.

The company is driven by a mission to help people succeed. Joining the team means becoming part of a close connection between customers and the products they use.

Role overview

This opening sits within the Field Services division, which supports professionals in field-based industries around the world, including interior HVAC and exterior landscaping. The team focuses on making the customer experience straightforward, efficient, and dependable on both sides of the business.

As a Product Support Specialist, you will handle customer questions about the company’s software through chat, phone, and email. You will build a strong understanding of customer needs, help improve the overall Field Services experience, and contribute to both support operations and product improvement. The role involves teaching customers, guiding them through issues, collaborating with the Product team, and helping strengthen the knowledge base for future growth within Field Services and Xplor.

Key responsibilities

• Respond to common questions about how to use the software effectively for different customer business needs.
• Investigate data and product-related issues in the core system to determine whether the cause is procedural, data-related, or a software defect.
• Share information about available training materials and learning resources.
• Use customer interactions to improve technical articles, help content, and self-service support tools.
• Spot recurring issues that can be redirected to automated self-service options or the help center.
• Record and update all customer conversations and cases across email, phone, chat, and other support channels.
• Escalate system performance concerns, data changes, and feature requests to Level III team members when needed.
• Keep building product knowledge to strengthen team capability and improve customer satisfaction and product usage.
• Represent the customer voice to the Field Services team and suggest process improvements based on recurring needs and feedback.
• Support teammates and contribute positively wherever help is needed.
• Take part in special assignments and other duties as required.
• Follow company and team policies, procedures, goals, and performance expectations.

Requirements

• At least 2 years of relevant experience in technical and customer support, ideally in a technology or SaaS environment using omnichannel communication.
• Comfort using Microsoft Office applications.
• Experience with QuickBooks and Salesforce is an advantage.
• Strong written and spoken communication with professional etiquette.
• Analytical, detail-aware, and structured approach to solving problems.
• Patience, empathy, and a customer-first mindset.
• Interest in technology and willingness to learn new tools and systems deeply over time.
• Commitment to quality work, accountability, and strong results.
• Ability to provide a strong customer experience.
• Flexibility to work different schedules if needed.
• Prior experience working remotely.
• Ability to work independently and collaboratively while managing multiple priorities and calendars effectively.

Compensation and work schedule

This role pays $21.00 per hour and may also be eligible for a discretionary bonus.

The working hours are 9:00 am to 6:00 pm EST.

This is a remote position open to candidates in the U.S., except Hawaii and Alaska.

Additional information

Xplor’s values are built around five guiding principles: finding a better way, doing the right thing, saying it straight, winning together, and owning the outcome. Candidates who connect with these values are likely to thrive here.

Team members join a global network of colleagues and are given tools to do strong work, grow quickly, and collaborate with shared purpose.

Benefits and perks include paid parental leave, three additional volunteer days through the Give Back Days program, diversity and inclusion initiatives such as a D&I Council and Global Mentorship Program, access to free mental health support, and flexible working arrangements.

To apply, submit a resume and include the word “moonshot” at the top of your message to the Hiring Manager.

More than 130,000 businesses across 72+ countries rely on Xplor, which processes over $47 billion in payments each year. The company is supported by Advent International, Battery Ventures, and Silver Lake.

Applicants must be legally authorized to work in the country where they apply. Visa sponsorship is not provided now or later.

Applications should be submitted only through the company’s careers portal or approved external job boards, not by email.

Xplor uses an applicant tracking system with AI-enabled features for screening and assessment support, but final hiring decisions are made by people after human review.

The company is an equal opportunity employer and welcomes applicants from all backgrounds and protected groups. All information is kept confidential under EEO guidelines. Reasonable accommodations are available for qualified individuals with disabilities during the application or interview process and for performing essential job functions or accessing employment benefits. Candidates may contact talent@xplortechnologies.com for accommodation requests.

The company states that it responds to every applicant.