Customer Support Specialist I

About the role

foreUP provides the industry's best software for managing golf courses, growing faster than any other company in the space and servicing the most well-known courses nationwide. We handle every aspect of a club—restaurant, reservation system, pro shop, retail store, marketing, CRM, and member billing. Our strength lies in the breadth of solutions we provide, with a drive to make it easier for small club owners to deliver the best experience.

As a Customer Support Specialist I, you will handle incoming customer calls, provide detailed initial troubleshooting, and resolve issues whenever possible. You’ll be trained on basic features and functionality of our SaaS products to enable first-touch resolution on functional issues. Your role includes triaging incoming requests, documenting issues in the ticket tracking system, setting priorities, and managing customer expectations in line with our published service level agreement.

Responsibilities

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

Requirements

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

Schedule

This is a fully remote position based in the United States.

Values

Our five core values guide everything we do, from hiring and recognition to daily interactions with customers:

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

If these values resonate with you, you’ll thrive at Xplor. As part of our team, you’ll join a global network of talented colleagues who support each other’s success, share common passions, and have the tools to deliver great work and grow at speed.