Director of Customer Support and Implementation

5 days ago

Vancouver, Canada Valsoft and Aspire Operating Group Full time

**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”**

**What your day will look like**:

- Staff recruitment and appraisals; train staff to deliver a high standard of customer support
- Lead a multicultural and multidisciplinary team of customer support representatives
- Analyze statistics or other data to determine the level of customer support the companies of the portfolio are providing
- Develop customer support procedures, policies, and standards for the customer support department
- Communicate courteously with customers and be an advocate of the customers internally within the companies and adjacent departments
- Investigate and solve customer problems that have been passed on by customer support representatives
- Meet with other managers to discuss possible improvements to customer support
- Provide 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 process
- Constantly learn about the companies of the portfolio, their products and services and keep up to date with changes
- Update 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 industry**:

- Excellent verbal, written communication and decision-making skills
- Excellent organizational skills and outstanding attention to detail
- A 'roll up the sleeves' attitude towards problem-solving
- Ability to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
- ** Proficiency, both written and verbal, in the English language is essential**:

- ** Legally authorised to work in Canada

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