Customer Support Specialist I, Accounting

Join our Clubessential team as Customer Support Specialist I, Accounting to make a real impact every day. We say that because we know that every conversation we have, every interface we design, and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.

Some of the things you'll do:

• Serve as the initial contact for client support requests via phone, email, chat and voicemail, ensuring timely and effective resolution.
• Provide advanced support for Clubessential products including accounting, payments, membership, banquets, reporting, hardware integrations, and related technical environments.
• Document client interactions comprehensively in CRM systems and manage escalation to higher support levels when necessary.
• Engage with clients to understand their needs, offering value-added solutions and demonstrating technical proficiency.
• Troubleshoot payment solution issues and work with third-party partners to resolve complex problems related to credit card devices, networking and processing.
• Act as a trusted advisor to clients, managing expectations and promoting product adoption.
• Proactively monitor client utilization and health, identify at-risk accounts, and implement strategies to improve retention and satisfaction.
• Maintain full product knowledge by engaging in product release information along with any new products or services offered.
• Assist Product team and Internal Customers to develop ideas, concepts and solutions that help the product meet company objectives allowing for company growth and ease to implement and support the product ongoing.
• Own and resolve complex, multi-system client issues related to payment processing, accounting workflows, and reporting with minimal escalation. 

Working arrangements:

Fully Remote in the United Sates: You can work fully remote in this position, provided you have eligible working rights in the United States and do not require sponsorship.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

You'll need: 

• Bachelor’s degree in Business Administration, Accounting, Finance, or a related field preferred.
• Strong technical proficiency with curiosity and ability to quickly learn new software and technologies.
• Solid understanding of financial processes including budgeting, forecasting, and financial reporting.
• Exceptional communication skills with the ability to interact effectively with both technical and non-technical stakeholders.
• Demonstrated problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Process-oriented with a knack for improving and streamlining operations.
• Team-oriented with a proactive approach to client support and relationship management.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

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.

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can.

Got questions? You can email us at [email protected].