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.