Xplor

Xplor

About the Role Join our Xplor Education Vertical as a Customer Support Coordinator in New Zealand on a fixed-term contract to make a real impact every day. At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We provide small and medium-sized businesses with cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business. Reporting to the Senior Manager of Customer Support, you'll deliver high-quality, AI-enabled support across chat, email, and outbound channels within the Childcare & Education vertical. Working alongside chatbot and automation technologies, this role monitors and refines digital interactions, intervening where human judgement is required to ensure accuracy, efficiency, and a seamless customer experience. This position combines ticket triage, workflow coordination, community engagement, and automation optimization, requiring strong prioritization skills, independent decision-making, and consistent SLA adherence. You'll contribute to continuous improvement by identifying trends, reducing repeat contact drivers, and strengthening overall customer experience outcomes. Key Responsibilities Customer Support & Communication: Manage inbound enquiries via chat and email, including AI-assisted conversations Monitor chatbot interactions and intervene where escalation to human support is required Conduct proactive outbound phone follow-ups to progress, clarify, or resolve customer queries Provide inbound phone support when operationally required Handle dissatisfied or escalated customers with professionalism and empathy Ensure all customer interactions meet defined SLA targets and quality standards Ticket Management & Workflow Coordination: Provide initial responses to incoming support tickets Assess and allocate tickets based on complexity, urgency, and required expertise Maintain oversight of queue health and SLA adherence across all channels Coordinate with internal teams to ensure efficient resolution of complex issues Track and document customer interaction patterns for process improvement AI & Automation Optimization: Identify gaps in automated responses and provide structured feedback to improve bot accuracy and tone Contribute to optimization of chatbot workflows and knowledge base content Support rollout and adoption of new support technologies Monitor the effectiveness of automated solutions and recommend enhancements Community Engagement & Brand Management: Monitor and manage the company Facebook page and social media presence Engage positively with the customer community to reinforce brand trust Redirect support-specific enquiries to official channels while ensuring customers feel acknowledged Act as a proactive voice of the customer internally Continuous Improvement: Identify recurring themes, system gaps, and workflow friction points Collaborate with internal teams to reduce repeat contact drivers and improve processes Provide insight into trends impacting customer experience Support initiatives aimed at improving retention and customer satisfaction Requirements Essential Qualifications: 2+ years' experience in a customer-facing or multi-channel digital support role Strong written and verbal communication skills with exceptional attention to detail High attention to detail and quality in written responses Demonstrated ability to manage competing priorities independently Sound judgement in determining when to escalate from automated to human support Strong organizational and time-management capabilities A collaborative mindset with a continuous improvement orientation Full working rights in New Zealand required Preferred Qualifications: Experience or knowledge within the Early Childhood sector is advantageous but not essential Familiarity with AI-powered customer support tools and chatbot technologies Experience with social media community management Understanding of SLA management and customer service metrics Personal Attributes: Curious and empathetic approach to customer service Motivated by meaningful work and positive customer outcomes Comfortable with ambiguity and thriving in an ever-evolving environment Big picture thinking combined with tactical execution abilities Positive outlook and people-first mentality What We Offer Work Environment: Fully remote position from New Zealand Collaborative, team environment with people who truly love what they do Flexible work arrangements to support work-life balance Professional Development: Unparalleled opportunities to learn and accelerated career development Learning resources available to continue developing your skills and career Exposure to cutting-edge AI and automation technologies in customer support Benefits & Support: Competitive compensation package Paid parental leave benefits program Access to mental health support resources Opportunity to work with a global technology leader processing over $