Head of Consulting & Support

55 minutes ago
Full-time
Executive
Customer and Technical Support
Aspire Software

Aspire Software

Aspire Software specializes in vertical acquisition software, focusing on nurturing, enhancing, and growing a diverse portfolio of businesses by providing them with the necessary resources and expertise to maximize their growth potential.

Internet Software & Services
251-1K
Founded 2016

Description

  • Lead the Customer Support and Technical Consulting teams with functional and disciplinary responsibility.
  • Oversee customer support for FILAKS.PLUS and consulting and implementation projects.
  • Optimize hotline procedures, escalation management, response times, and resolution processes.
  • Monitor and improve customer satisfaction, including NPS, and service efficiency.
  • Manage team capacity, request prioritization, and resource planning.
  • Collaborate with Product Management and Sales to communicate customer feedback, requirements, and enhancement requests.
  • Own team documentation, standard operating procedures, process guidance, and knowledge management.
  • Report KPIs, customer satisfaction, and team performance to executive leadership.
  • Recruit, onboard, coach, and develop team members.
  • Contribute to the continuous improvement of FILAKS.PLUS.

Requirements

  • Several years of experience in Customer Support, Professional Services, and/or Software Consulting, ideally with people leadership experience.
  • Education or formal training in Business Administration, Computer Science, or a related field, or equivalent experience.
  • Experience in automotive dealership administration, IT operations, or automotive retail is preferred.
  • Ability to lead, motivate, coach, and develop high-performing teams.
  • Strong understanding of complex software applications and integrated IT environments, including Windows Server and Windows networks.
  • Experience with Microsoft SQL Server databases and strong proficiency with Microsoft products is preferred.
  • Excellent analytical and problem-solving skills for developing sustainable solutions.
  • Outstanding communication and presentation skills, including experience with key accounts and institutional customers.
  • High accountability, business acumen, hands-on leadership, empathy, resilience, confidence, and patience.
  • Highly organized, independent, and effective at managing multiple priorities.

Benefits

  • Employee-focused culture emphasizing collaboration, mutual support, and high performance.
  • Strong emphasis on employee growth and professional development.
  • Team environment that celebrates achievements and supports long-term success.

Interested in this position?

Apply directly on the company website

Apply Now

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