Customer Support Director

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Join our Global Operations team as a Customer Support Director in Newcastle to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the VP of Global Contact Centre, you will work with our BPO and Customer Experience teams within Service Delivery, you will lead a multi-functional team focused on delivering exceptional customer experiences and efficient outsourced operations. You will be responsible for shaping and executing strategic initiatives that enhance service quality, operational excellence, and employee capability across global contact centres.

This role demands a visionary leader with deep expertise in contact centre operations, training strategy, and customer experience design—someone who thrives in a fast-paced, matrixed environment and is passionate about helping people succeed.

Some of the other responsibilities include :

• Champion customer-centric service design across all channels (chat, email, voice).
• Lead CX strategy development, including frameworks, metrics, and feedback loops.
• Collaborate with Product, Engineering, and Commercial teams to embed CX into service delivery models.
• Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.
• Manage global BPO partnerships, ensuring alignment with service standards and cost models.
• Lead performance reviews, contract negotiations, and strategic planning for BPO expansion or transition.
• Implement governance frameworks to monitor quality, compliance, and operational efficiency.
• Drive transformation initiatives, including location strategy and contractor transitions.
• Lead cross-functional teams across Service Delivery, CX and BPO.
• Partner with senior stakeholders in Global Operations, HR, Product, and Commercial.
• Represent Service Delivery in strategic forums and transformation programs.
• Foster a culture of accountability, innovation, and continuous improvement.

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in our Newcastle office and the rest working from home.

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 four 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.

We’re also seeking someone who has:

• Proven leadership in contact centre operations, customer experience, and training strategy.
• Experience managing BPO relationships and outsourced service models.
• Strong analytical skills with ability to interpret data and drive decisions.
• Excellent communication, stakeholder engagement, and change management capabilities.
• Familiarity with tools like Salesforce, JIRA, , and AI-driven support platforms
• Ability to persuade and influence stakeholders at all levels and push forward improvements
• Ability to maintain personal resilience in pressurised or stressful situations
• Ability to effectively present business improvements that are understandable, engaging and influential
• Have extensive…