Associate Director of Support
REPORTS TO : Director of IT & Operations
DEPARTMENT : Sales Support
FLSA STATUS : Exempt
Location: Burlington, MA
RANGE: $123,300 (min) / $161,000 (mid) / $209,400 (max) POSITION SUMMARY : Responsible for managing Support team, overseeing order management and approval, sales support, technical support, problem solving, and creating and maintaining policies and procedures.
KEY RESPONSIBILITIES
ORDER ENTRY
- Lead customer order entry & approval process across multiple product lines, handling high-volume email, chat, and meetings with excellence
- Approve orders in ERP system, monitor and correct exceptions as reported by warehouse liaison
- Ensure timely & accurate entry of customer orders by Customer Service specialists; Provide coaching and counselling to order entry agents as necessary
- Ensure order administration activities are completed by the assigned customer service specialists, including access code management for Vital Source & RedShelf, IA opt out reporting, chargebacks, and fraud review.
- Partner with sales and finance teams to process institutional sales & renewals on a timely basis
- Review & approve bookstore/institutional orders for fulfillment by warehouse
- Facilitate necessary communications between order entry and operations teams related to backorders or other unavailable items
- Drive high Customer Satisfaction and NPS by embedding empathy, speed, and accuracy into every interaction
- Work with cross-functional stakeholders, in particular Digital, Sales, Finance, and Marketing, to align brand voice with support standards
- Support attendees of conferences by organizing delivery of Aspen print materials, and facilitating the return of those when complete
- Provide weekly and monthly reports with metrics to Director of IT & Operations; Identify opportunities to reduce friction and improve cost-per-contact through automation, macros, and workflow
- Own Customer relationship on Better Business Bureau, Trustpilot, and other review channels; build playbooks for engagement, recovery, and brand defense
- Facilitate communications with customers and internal Aspen teams
- Share frontline Voice of the Customer insights with Digital, Editorial, Sales, and Marketing to drive fixes and improvement
- Quantify the impact of top contact drivers and present business cases for product or process changes
- Ensure escalation pathways to Tier II and other departments are smooth, documented, and customer-first
- Hire/Develop/Manage Support team, including Sales Operations Analyst, Senior Customer Support Operations Specialist, and Seasonal help build a culture of accountability, empathy, and continuous learning and ensure internal Support teams are kept trained and up-to-date on all Aspen products and services
- Oversee Sales Operations Analyst & reporting process for Aspen Publishing. Ensure delivery of timely & accurate information, and working to gather feedback & enhancement requirements from the organization
- Oversee Technical Support Specialist & customer service quality process for Aspen Publishing. Ensure high quality customer service delivery through development & training of the front line support team, and regular auditing of support quality
- Assist Customer Service/Sales Support/Technical Support in busy periods
- Create growth pathways for frontline talent into Tier II, QA, or automation-focused roles.
- Other duties as assigned
- Bachelor’s Degree in business or related field preferred
- 7+ years of customer service experience, preferably with at least 3+ years managing high volume higher education direct and indirect customer support
- Hands-on expertise with Freshdesk, NetSuite, and customer reputation platforms such as Better Business Bureau & Trustpilot
- Proven ability to balance operational discipline (queues, cost-per-contact) with culture and customer obsession
- Strong cross-functional communicator, skilled at turning customer insights into actionable business priorities
- Track record of building high-performing teams through coaching, QA frameworks, and career pathing
- Project management experience
- Excellent prioritization, multitasking, organizational, and time management skills
- Liaising between internal and external groups
- Executing plans on time and with quality
- Troubleshooting and problem solving
- Working with individuals at all levels of the organization
- Excellent verbal and written communication skills, English required
- Proficiency with Microsoft Office (PowerPoint, Outlook, Excel, Word, Zoho)
- Demonstrated ability in working independently and as part of a team
- Ability to work independently and be a team player
- Normal Office Environment
- Ability to sit for extended periods of time
- Ability to work on computer for extended periods of time
- Ability to listen and speak carefully while interacting with others
- Ability to lift up to 10 pounds occasionally
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