Aspire Software ยท 1 day ago
Customer Support Manager
United States
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Oversee phone calls, chats, emails, and internal communications to ensure smooth workflow and coordination
Delegate tasks to CSRs, ensure a balanced workload and prioritize daily, weekly, and monthly tasks as needed
Manage employee time off request(s)
Handle escalated customer issues when necessary
Enhance customer satisfaction by applying driving initiatives to improve overall satisfaction by ensuring timely and effective resolutions, providing customer follow-up, and monitoring service quality
Lead weekly account management meetings, providing updates on escalated cases, identifying trends, and suggesting actionable improvements to enhance customer support
Develop internal processes and training - create clear procedures documentation and internal training programs that empower the team and ensure consistent, high-quality customer support
Supervise and support a team of CSRs, monitor daily productivity to ensure high-quality customer service
Build and lead a high-performance team. Mentor and develop a skilled support team to meet KPIs, adhering to contractual obligations/deadlines and customer satisfaction targets, while fostering a positive and customer-centered culture
Coach staff on best practices for handling customer inquiries, with a focus on maximizing efficiency and customer satisfaction
Promote staff development through coaching and one-on-one meetings, and performance improvement plans (PIP)
Conduct performance reviews, manage disciplinary actions, and uphold company policies such as attendance
Conduct interviews and training for new employees
Strategize for Case Backlog Reduction: Develop and implement effective strategies to reduce and prevent case accumulation, focusing on achieving timely case resolution and seamless service delivery
Prepare performance and productivity reports for leadership, identifying areas for improvement and action plans
Qualification
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Required
At least 3+ years of experience in a Customer Support Management role
Experience managing a technical support team
A bachelor's degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence
Typically has 3-5 years of work experience, preferably managing a technical support team
Proficient in Microsoft Teams, Word, Excel, JIRA Service Desk, DevOps, and other Windows-based software
Proven leadership experience: 3-5 years managing a technical support team, with a focus on enterprise-level software or complex service environments
Customer-Centric Approach: A track record of achieving high customer satisfaction scores and a commitment to solving customer issues thoroughly
Strategic Mindset: Analytical and proactive in implementing performance metrics, case resolution strategies, and case backlog management
Organizational Skills: Ability to prioritize workflow, track performance metrics, and keep accurate documentation. Ability to implement new systems, analyze productivity metrics, and coach staff
Fluent in English, both written and verbal, is essential
Legally authorized to work in the US
Preferred
Project management experience is a plus
Benefits
Medical, dental, vision, and AD&D insurance
401k plan
11 paid holidays
Unlimited paid time off (PTO) Policy
Discretionary bonuses
Company
Aspire Software
Aspire Software is a vertical acquisition software company that owns, operates and manages a portfolio of companies in various industries. It is a sub-organization of Valsoft.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dennis Hall
Chief Technology Officer
Gustavo Vargas
Operating Partner
Company data provided by crunchbase
