Support Manager

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🕒 3 days ago

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Lead, coach, and support a distributed customer support team across North America and the Philippines. • Establish clear triage, follow-up, and resolution processes to improve response times and ticket management. • Serve as the primary escalation point for complex customer issues and support-related concerns. • Identify operational bottlenecks and implement more effective support workflows and processes. • Partner closely with R&D and Engineering teams to improve bug backlog management and escalation cadence. • Build visibility into support operations through reporting, documentation, and process tracking. • Contribute to improving the overall customer experience across multiple products and support channels. • Support the rollout and adoption of AI-enabled support tools and workflows.

🎯 Requirements

• Proven experience managing customer support or customer-facing teams within a technology or SaaS environment. • Strong leadership skills with the ability to earn trust from experienced teams. • Hands-on experience using Jira for ticket management, escalation handling, and operational tracking. • Comfortable handling client escalations and serving as a senior point of contact for unresolved issues. • Organized, patient, and motivated by improving operational processes and team performance. • Experience in B2B SaaS, enterprise software, or legacy software environments. • Exposure to ERP, procurement, print, or marketing supply chain software industries. • Experience with AI-enabled support tools or automation initiatives.