Aspen Publishing

Associate Director of Support

Burlington, MA
Full Time
Customer Service
Experienced
Aspen Publishing is seeking an Associate Director of Support to be a part of our Support team. Preference will be given to Boston based candidates who will work in our Burlington, MA, office with a hybrid office/work-from home schedule; however, we will also consider candidates based in Dallas, TX.  You will work with cross-functional stakeholders as you play a key role in ensuring a positive support experience for customers, resulting in high retention rates and customer satisfaction.  We are looking for an Associate Director of Support who is passionate about providing an amazing customer experience – is that you?

TITLE: 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

SALES SUPPORT
  • 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
MANAGE TEAM
  • 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

QUALIFICATIONS:
  • 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
PHYSICAL REQUIREMENTS:
  • 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
ABOUT US: Aspen Publishing is a leading provider of educational content and digital learning solutions to law schools in the US and around the world. Aspen provides best-in-class solutions for legal education through authoritative textbooks written by renowned authors and breakthrough products such as Connected eBooks, Connected Quizzing, and PracticePerfect.

The salary range provided is a good faith estimate representative of all experience levels. Aspen considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. In addition to competitive compensation, we offer a wide array of benefits including your choice of health and dental plans, generous paid time off and holidays, 401k with employer match, and an array of voluntary programs to cover all of life’s eventualities, from accidents to critical illness and pet insurance.

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