Payroll and rewards lead managing global payroll, benefits, HRIS, and people analytics. Supporting APPLY’s AI - powered customer experience consultancy across international consumer and entertainment brands.
About the role
- Customer Operations Manager leading Aspire Software’s support and professional services teams. Optimizing SaaS customer experience, onboarding, service delivery, and AI-enabled workflows.
Responsibilities
- Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement
- Ensure a consistent, high-quality customer experience across support and services touchpoints
- Design and refine workflows for ticket handling, triage, escalations, and service-level agreements; identify and remove bottlenecks
- Own customer satisfaction KPIs and implement initiatives to meet or exceed targets
- Collaborate with Product, Engineering, Sales, and Account teams to resolve issues, advocate for customers, and streamline handoffs
- Help manage TeamSupport, Jira, and other support and service platforms; recommend improvements and automations
- Identify trends and common issues to proactively improve product and service offerings
- Champion AI and automation to reduce handling time, improve first-contact resolution, and surface insights
- Pilot, measure, and scale AI capabilities across the support stack; establish responsible, accurate, and secure AI-use guardrails
- Own customer onboarding and implementation end to end, using AI to accelerate time-to-value
- Use AI-assisted playbooks, searchable knowledge, and on-demand answers to improve onboarding and enablement for Support and Services hires
Requirements
- 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology 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 operations
- Excellent communication, leadership, and problem-solving skills
- Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI
- A data-driven mindset, with the ability to analyze metrics and act on insights
- Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content
- Experience owning customer onboarding or implementation, with a focus on shortening time-to-value
- Experience scaling support or services operations
- Experience building or leading a global or distributed team
- A project management background, such as PMP certification or experience with Agile methodologies
- Exposure to customer journey mapping or customer experience strategy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
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