Director of Customer Support and Implementation

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 supportLead a multicultural and multidisciplinary team of customer support representativesAnalyze statistics or other data to determine the level of customer support the companies of the portfolio are providingDetermine customer support requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applicationsDevelop customer support procedures, policies, and standards for the customer support departmentCommunicate courteously with customers and be an advocate of the customers internally within the companies and adjacent departmentsInvestigate and solve customer problems that have been passed on by customer support representativesMeet with other managers to discuss possible improvements to customer supportProvide 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 processConstantly learn about the companies of the portfolio, their products and services and keep up to date with changesUpdate 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 industryMust 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 skillsExcellent organizational skills and outstanding attention to detailA 'roll up the sleeves' attitude towards problem-solvingAbility to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing prioritiesProficiency, both written and verbal, in the English language is essentialLegally 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.