Director of Customer Support and Implementation – Remote – Canada

We are hiring at Aspire Software for a Director of Customer Support and Implementation to join our growing team in Canada!

The successful Director of Customer Support and Implementation will be responsible for overseeing the company's customer support department.

Responsible for overseeing the delivery of a World-Class Customer Experience with an emphasis on the customer journey. This starts with accelerating and optimizing the onboarding process, creating a great customer experience while at the same time supervising customer support agents and representatives, training, coaching, and mentoring employees. Maintains customer satisfaction by providing problem-solving resources and managing staff.

Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, 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.

Our motto is “Be Humble, Stay Hungry!”

The successful candidate can work in a remote work model anywhere in Canada!

What your day will look like:

• Staff recruitment and appraisals; train staff to deliver a high standard of customer support
• Lead a multicultural and multidisciplinary team of customer support representatives
• Analyze statistics or other data to determine the level of customer support the companies of the portfolio are providing
• Determine customer support requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
• Develop customer support procedures, policies, and standards for the customer support department
• Communicate courteously with customers and be an advocate of the customers internally within the companies and adjacent departments
• Investigate and solve customer problems that have been passed on by customer support representatives
• Meet with other managers to discuss possible improvements to customer support
• Provide customer support regarding collection issues and resolve client discrepancies and short payments. Enlist the efforts of sales and senior management when necessary to accelerate the collection process
• Constantly learn about the companies of the portfolio, their products and services and keep up to date with changes
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

About You:

• At least a Bachelor’s degree or above is essential
• 3+ years of experience required, preferably in the SaaS, Cloud, or Software industry
• Must be proficient in the use of Microsoft Office suite (Outlook calendar, email; Excel spreadsheets, graphs; PowerPoint presentations; Word)
• Excellent verbal, written communication and decision-making skills
• Excellent organizational skills and outstanding attention to detail
• A 'roll up the sleeves' attitude towards problem-solving
• Ability to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
• Proficiency, both written and verbal, in the English language is essential
• Legally authorised to work in Canada

For information about Aspire Software, please visit our website at www.aspiresoftware.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.