Customer Operations Manager
Aspire Software is currently looking for a Customer Operations Manager to join our team in North America!
We’re looking for a Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll ensure our customers receive timely, high-quality service and guidance throughout their journey, from issue resolution to successful service delivery. This is a hands-on role that combines team leadership, process improvement, and data-driven decision-making to elevate how we support our customers.
Here is a little window into our company: Aspire Software, the operational arm of Valsoft Corp, which 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.
The successful candidate will be based anywhere on the East Coast of the US, working in a remote work model!
What your day will look like:
- Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement
- Customer Experience: Ensure consistent, high-quality customer experience across all support and service touchpoints
- Operational Efficiency: Design and refine workflows to improve ticket handling, triaging, escalation processes, and SLAs. Identify and remove bottlenecks
- Customer Satisfaction and Quality: Own key support KPIs (CSAT, response time, resolution time, backlog, etc.) and implement initiatives to consistently meet or exceed targets
- Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer issues, advocate for customer needs, and streamline handoffs
- Tool Ownership: Help manage tools like TeamSupport, Jira, or other support/service platforms. Recommend improvements or automations
- Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings
About You:
- 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or tech company
- 1–2 years of experience managing people or leading teams
- Strong understanding of customer service best practices and post-sales service delivery
- Proven experience driving improvements in customer support operations
- Excellent communication, leadership, and problem-solving skills
- Skilled with tools like TeamSupport, Salesforce, Jira, PowerBI, etc.
- Data-driven mindset; able to analyze metrics and act on insights
- Experience scaling support or services operations
- Experience building or leading a global or distributed team
- Project management background (PMP, Agile, etc.)
- Exposure to customer journey mapping or CX strategy
- Comfortable working independently as well as in a team
- Ability and willingness to create change, passion for continuous improvement
- A "roll up the sleeves" attitude towards problem-solving
- Bring a proven entrepreneurial spirit and pace-setter traits
- Fluent in English, both written and verbal, is essential
- Legally authorized to work in the US
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.
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Aspire Software is excited to announce an opening for a Customer Operations Manager to join our dynamic team. In this crucial role, you will lead and optimize our Support and Professional Services teams, ensuring that our valued customers receive high-quality service every step of the way. Imagine diving into a hands-on position that allows you to shape the customer journey from issue resolution to successful service delivery. Your responsibilities will include not only managing and coaching team members but also designing workflows that streamline processes and enhance customer satisfaction. You will be at the forefront of implementing industry best practices and leveraging data-driven insights to continuously improve our operations. At Aspire Software, part of Valsoft Corp, we pride ourselves on creating rapid growth by reinvesting in our global portfolio of software companies. You'll be working remotely from the East Coast, collaborating closely with various teams like Product, Engineering, and Sales to effectively tackle any customer challenges. If you have a passion for customer service, excellent leadership skills, and a knack for process improvement, we want to hear from you. We value the contributions of diverse talents and are committed to fostering a culture of accountability and innovation. Come join us in making a difference in our customer’s journey and help shape the future of Aspire Software!
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Founded in 2011, Valsoft is a vertical software business that provides mission-critical solutions in their respective niche or market.Velsoft is located in Canada
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