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Associate Director
Remote / Online - Candidates ideally in
Burlington, Middlesex County, Massachusetts, 01805, USA
Listed on 2026-02-07
Burlington, Middlesex County, Massachusetts, 01805, USA
Listing for:
Aspenpublishers
Remote/Work from Home
position Listed on 2026-02-07
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support
Job Description & How to Apply Below
Overview
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.
- 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)
Responsible for managing the Support team, overseeing order management and approval, sales support, technical support, problem solving, and creating and maintaining policies and procedures.
Key Responsibilities- 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 & Red Shelf, 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 work 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, Net Suite, 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…
Position Requirements
10+ Years
work experience
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