Support Manager

1 month, 1 week ago
Full-time
Senior
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, 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 unresolved support concerns.
  • Identify operational bottlenecks and implement more effective support workflows and processes.
  • Partner 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.
  • Help rebuild team trust and long-term stability following several leadership transitions.

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, change-resistant 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.
  • Strongly preferred: experience in B2B SaaS, enterprise software, or legacy software environments.
  • Strongly preferred: exposure to ERP, procurement, print, or marketing supply chain software industries.
  • Strongly preferred: experience with AI-enabled support tools or automation initiatives.
  • Remote work location must be in Canada or the USA.

Benefits

  • Salary of approximately $90,000 USD plus a target 10% bonus.
  • Remote position based in Canada or the USA.
  • High-impact role with direct influence on customer experience and operational transformation.
  • Collaborative environment working closely with Support, Engineering, and executive leadership.
  • Opportunity to create long-term operational improvements within a growing organization.
  • AI-powered interview process with transcription and automated note-taking for a consistent candidate experience.

Interested in this position?

Apply directly on the company website

Apply Now

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