Remote SaaS Support Specialist (Web & CRM)

Foreup; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Xplor Technologies powers experiences across fitness, golf, and club sectors. We are hiring a Web Implementation Specialist for the Golf & Club vertical.

This fully remote role supports onboarding and implementation, helping clients configure Website, Reservations, CRM, Mobile Menu, and related Office integrations. You will collaborate with cross-functional teams to gather requirements, troubleshoot issues, and deliver first-touch resolutions, while documenting steps and adhering to SLAs to

Qualifications

• Passion for delivering exceptional service to clients through multiple channels (phone, email, chat).
• Technically savvy with curiosity for how software works and drive to master new software/technologies.
• Keen problem solver, able to troubleshoot and guide clients to a resolution that is both technical and non-technical.
• Ability to multi-task effectively in a fast-paced environment.
• College degree preferred and/or up to a year of equivalent relevant experience.
• Prior customer service experience in a SaaS environment preferred, but not required.
• Working knowledge of G-Suite, Microsoft Office, helpdesk software and CRM experience (Help Scout, Salesforce, Service Cloud).
• A minimum of 1 year of experience in a customer-facing role.

Responsibilities

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails.
• Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office.
• Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams.
• Provide excellent customer service through all support channels and ongoing ticket management.
• Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers.
• Create documentation and knowledge base articles to improve service delivery.
• Take ownership of customer issues and provide resolution or escalate when necessary.
• Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met.
• Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets.

Skills

Customer service

Technical troubleshooting

Multi-channel

SaaS familiarity

G Suite & Office

CRM experience

Problem solving

Education

College degree preferred

Tools

Help Scout

Salesforce

Service Cloud

G Suite

Microsoft Office

Job description

Xplor Technologies powers experiences across fitness, golf, and club sectors. We are hiring a Web Implementation Specialist for the Golf & Club vertical.

This fully remote role supports onboarding and implementation, helping clients configure Website, Reservations, CRM, Mobile Menu, and related Office integrations. You will collaborate with cross-functional teams to gather requirements, troubleshoot issues, and deliver first-touch resolutions, while documenting steps and adhering to SLAs to