Head of Support and Professional Services

4 days ago

Melbourne, Australia Aspire Software Full time

**Aspire Software, a division of the Valsoft Corporation, is seeking a Head of Support and Professional Services to manage a subsidiary recently acquired**

**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.

**What your day will look like**:

- Plan and monitor the day-to-day support operations of the business to ensure smooth progress (support department / professional service department)
- Create effective customer service procedures, policies, and standards
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
- Implement and monitor key performance indicators (answer rate / close rate / billable services / etc.)
- Maintain accurate records and document all customer service activities and discussions
- Hire and train new customer service agents
- Interact directly with customers on escalated support issues
- Use support tools and documentation to investigate issues and answer questions relating to bugs, system configuration and how to use the functionality of the products
- Find potential improvement in any areas of the department to help increase productivity amongst staff and level of service to the customer
- Setup and monitor NPS reports

**About You**:

- 5 years' experience as a manager in Customer Support and or Professional Services
- Outstanding communicator (written and verbal) with unmistakable interpersonal skills in managing people both at staff support
- Ability to implement, monitor and drive best practices with clear KPIs throughout both departments
- Bachelor's degree in Business Administration or relevant field
- Experience in SAAS mandatory
- Experience managing field based technical staff
- Good understanding of management practices and techniques
- Proven team management (dealing with staff of 20+ is an asset)
- Technical awareness and ability to understand new software and services
- Proven people management, including HR general management knowledge an asset
- Offshoring experiences
- Proficiency with Microsoft Office 365
- Customer service software's (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
- Salesforce CRM
- Professional services software (Upland / Servicenow / etc.)

There is room for career growth, and we want you to feel like part of the team

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