Manager, Care Services (Aspire)
We’re Aspire, a ServiceTitan company
We’re Aspire, the leading SaaS provider for commercial landscaping, snow and ice removal, and janitorial businesses. Acquired by ServiceTitan in 2021, the world's leading provider of software for the trades, our cloud-based business management system enables contractors to grow their business, streamline operations, provide insights, and ultimately impress their customers. When you join our team, you’ll be a part of one of the fastest-growing companies in St. Louis, with an award-winning culture that’s been celebrated by the St. Louis Business Journal and Inc. Magazine. Trusted by thousands of premier field services leaders in the U.S. and Canada, our solutions empower our clients to make better business decisions for their company. Our partnership with ServiceTitan has enabled us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.
Ready to make your career move?
Reporting to the Director, Customer Support, as the Manager of Care Services you will supervise the daily operations of AspireCare and will lead the team, participate in recruitment efforts, and train new staff members. Promote quality customer service, manage the ticket queue, implement, or improve customer support policies and evaluate the team’s progress over time. Leading your team by example, demonstrating the most effective customer engagement techniques and providing feedback on an employee’s job performance.
What you’ll do:
Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts
Be point of contact for all Escalation and address challenging customer problems that requires collaboration outside of the AspireCare team
Coordinating with other department managers
Updating their team on new procedures
Analyzing customer support data
Maintaining detailed records of customer interactions
Ensures that direct reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally
Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization
Approve time sheets and schedule regular one-on-one with direct reports
Completing performance evaluations
What you’ll need:
Must have a minimum of 5 years of experience managing a team
Must have ability to work independently with minimal supervision
Must have strong communication skills (verbal and written) including excellent telephone skills and presentation skills
Must be initiative and able to work in a multi-tasking fast paced environment
Ability to meet deadlines and identify solutions to issues before they become obstacles
Manage and balance workload of the AspireCare team
Where you’ll work:
Our headquarters is located in Chesterfield in St. Louis County. This position is currently working Monday through Thursday in the office and Fridays from home, until further notice.
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.