Aspire Software, a division of the Valsoft Corporation, is seeking a Head of Support & Professional Services to lead the APAC regional team for multiple companies under its vertical. This position will lead a management team and staff to performance excellence in process, upselling and professional services and support. As a leader, you will work closely with the Regional Director in supporting customer relations through product enhancements, digital transformations, and be part of future acquisition transition teams.
Valsoft Corporation focuses on growing and acquiring vertical software businesses that provide mission-critical solutions within multiple niche-markets. Aspire Software division focuses on a variety of industries that include the Hospitality sector, Food and Beverage, Auto Rental Services, Marina and Marine Management, Golf Course Management and Logistics.
The ideal Aspire Leader will build an engaged team who produces high performance results in a fast-paced forward-thinking environment.
Plan and monitor the day-to-day operation of the business to ensure smooth progress.
Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
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 across department;
Maintain accurate records and document all customer service activities and discussions;
Assess service statistics and prepare detailed reports on your findings;
Hire and train new customer service agents;
Manage the approved budget of the department;
Stay informed on the latest industry techniques and methods;
Full end-to-end ownership of issues, voice of the client with internal teams;
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;
Assess enhancement requests from customers to determine how and if they might best be fulfilled, either with existing functionality or by developing new features.
Manage the requirement with the commercial and technical teams to deliver the requirements;
Identify where customers would benefit from additional training and work with the other departments and Senior Management Team (SMT) to arrange for this to be provided;
Find potential improvement in any areas of the department to help increase productivity amongst staff and level of service to the customer.
Setup NPS reports
3 â€“ 5 years in a leadership or experience role in professional services, customer support positions
Ability to demonstrate excellent knowledge in latest industry trends and techniques â€“ by experience and network exposure
Outstanding communicator (written and verbal) with unmistakable interpersonal skills in managing people both at staff support and executive level
Ability to implement, monitor and drive best practices with clear KPIs throughout both departments
Bachelorâ€™s degree in Business Administration or relevant field;
Experiences in a SAAS B2B / B2C environment
A minimum of 5 yearsâ€™ proven experience in a customer service position;
Good understanding of management practices and techniques;
Excellent leadership and interpersonal skills;
Proven team management (dealing with staff of 10+ is an asset)
Experience in Customer support via email and phone mandatory;
Technical awareness and ability to understand new software and services;
Product knowledge within a technical service environment
Proven people management, including HR general management knowledge an asset
Proficiency with Microsoft Office 365
Customer service softwareâ€™s (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
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