Offer summary

Qualifications:

3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or tech company., 1–2 years of experience managing people or leading teams., Strong understanding of customer service best practices and post-sales service delivery., Excellent communication, leadership, and problem-solving skills..

Key responsabilities:

Manage and coach Support and Professional Services teams, setting goals and monitoring performance.

Ensure consistent, high-quality customer experience across all support and service touchpoints.

Design and refine workflows to improve operational efficiency and remove bottlenecks.

Collaborate with cross-functional teams to resolve customer issues and advocate for customer needs.

Job description

Aspire Software is currently looking for a Customer Operations Manager to join our team in North America!

We’re looking for a Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll ensure our customers receive timely, high-quality service and guidance throughout their journey, from issue resolution to successful service delivery. This is a hands-on role that combines team leadership, process improvement, and data-driven decision-making to elevate how we support our customers.
Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, which operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate will be based anywhere on the East Coast of the US, working in a remote work model!

What your day will look like:

Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement
Customer Experience: Ensure consistent, high-quality customer experience across all support and service touchpoints
Operational Efficiency: Design and refine workflows to improve ticket handling, triaging, escalation processes, and SLAs. Identify and remove bottlenecks
Customer Satisfaction and Quality: Own key support KPIs (CSAT, response time, resolution time, backlog, etc.) and implement initiatives to consistently meet or exceed targets
Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer issues, advocate for customer needs, and streamline handoffs
Tool Ownership: Help manage tools like TeamSupport, Jira, or other support/service platforms. Recommend improvements or automations
Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings

About You:

3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or tech company
1–2 years of experience managing people or leading teams
Strong understanding of customer service best practices and post-sales service delivery
Proven experience driving improvements in customer support operations
Excellent communication, leadership, and problem-solving skills
Skilled with tools like TeamSupport, Salesforce, Jira, PowerBI, etc.
Data-driven mindset; able to analyze metrics and act on insights
Experience scaling support or services operations
Experience building or leading a global or distributed team
Project management background (PMP, Agile, etc.)
Exposure to customer journey mapping or CX strategy
Comfortable working independently as well as in a team
Ability and willingness to create change, passion for continuous improvement
A "roll up the sleeves" attitude towards problem-solving
Bring a proven entrepreneurial spirit and pace-setter traits
Fluent in English, both written and verbal, is essential
Legally authorized to work in the US