Aspire Software

Customer Support

• Provide assistance, information, and support to customers regarding the company's products or services
• Answer inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem-solving
• Handle incoming calls, emails, and chat inquiries
• Maintain accurate records of customer interactions
• Escalate unresolved requests to designated departments for further investigation
• Contact customers to respond to their requests or inform them of investigation results, solutions, or planned corrections
• Make periodic outbound calls to maintain customer relationships and keep customer information up to date in the CRM
• Obtain and review all relevant information to assess the validity of complaints and determine possible causes and solutions
• Provide remote support to customers, covering both the hardware and software aspects of the company's products
• Provide customers with training on the company's products
• Participate in the new customer onboarding process, including needs assessment, software configuration, data manipulation/import, training, and onboarding support
• Analyze and update customer data as requested using database scripts, file import/export (Excel/CSV), AI platforms, or other tools as required
• Perform other related duties

Customer Service Representative

IT Support

• Work tickets from the shared support queue and prioritize workload based on severity, customer impact, and ticket age
• Provide customer support through phone, email, and chat
• Answer product and workflow questions and guide customers through software features, configuration, and operational processes
• Review AI-generated classifications and drafted responses, correct them when necessary, and take over conversations requiring direct human assistance
• Diagnose issues across hospitality products, environments, database regions, integrations, and workflows
• Troubleshoot integrations involving availability, reservations, rates, restrictions, transactions, and third-party data
• Use logs, audit trails, request and response data, and system behavior to determine where integration handoffs failed
• Support card payment and terminal setup, connectivity, batching, settlement, refunds, duplicate charges, tokenization, and processor-side issues
• Troubleshoot room and rate mapping, availability and restriction updates, and OTA connectivity with Booking.com, Expedia, Agoda, Airbnb, and similar platforms
• Maintain accurate ticket classifications, customer and organization details, product fields, priorities, severity, troubleshooting notes, and supporting evidence
• Create or contribute to reusable macros, internal procedures, Help Center articles, training opportunities, and product improvement requests
• Participate in a global follow-the-sun support schedule with shift rotation and weekend coverage
• Collaborate with the support team to investigate issues, share product knowledge, and resolve difficult tickets

Customer Technical Support Specialist

Customer Success Manager

• Support a portfolio of Clubspeed and Resova customers throughout onboarding, adoption, engagement, and renewal
• Build trusted relationships and serve as a primary day-to-day customer contact
• Answer customer questions and resolve common issues directly
• Triage requests and coordinate escalations with Support, Product, Implementation, and other internal teams
• Follow customer issues through to resolution and keep customers informed
• Monitor customer health, product engagement, and account activity to identify risks early
• Support retention, recovery, and renewal efforts
• Deliver product onboarding, webinars, and ongoing customer training
• Recommend workflows, features, solutions, and best practices based on customer goals
• Translate product releases and new functionality into practical customer use cases
• Gather customer feedback and usage insights for internal teams
• Identify expansion, upsell, and payments opportunities and connect customers with the commercial team
• Maintain accurate customer records, activity notes, health indicators, and next steps in CRM and Customer Success systems
• Use customer data and engagement signals to prioritize outreach
• Help improve Customer Success playbooks, processes, and scalable programs

Customer Success Associate

Growth Marketing

• Generate qualified pipeline through outbound calling, email sequences, and social outreach
• Sustain high-volume prospecting across assigned campaigns, verticals, and territories
• Manage and qualify inbound leads with prompt follow-up and routing
• Research accounts and stakeholders to personalize outreach
• Run discovery conversations and deliver online product demonstrations
• Close new business against a quarterly quota
• Hand off opportunities exceeding authority to Specialists, Managers, or Directors
• Route opportunities on the other platform to the counterpart owner
• Own the full commercial relationship for assigned accounts
• Maintain contact cadence and execute standard renewals
• Identify and close upsell and cross-sell opportunities
• Monitor account health and execute save plays
• Own commercial handoff and welcome communications
• Coordinate onboarding with Solutions and Support
• Track time-to-first-value and act on expansion signals
• Audit subscription billing and resolve involuntary churn signals within 24 hours
• Reconcile billing platforms with internal records and verify plan changes
• Surface systemic billing patterns to the Manager
• Support senior colleagues’ larger accounts with routine maintenance, data updates, and configuration changes
• Create and maintain customer-facing Knowledge Base and self-service content
• Verify release notes before publication
• Support go-to-market materials, campaigns, trade shows, and events
• Keep CRM records complete and current with next actions on open opportunities
• Log activity accurately for forecasting and credit

Partnership and Growth Associate

QA Engineer

• Validate all customer implementations for functional accuracy and completeness prior to release for client UAT
• Develop and maintain test plans, test cases, and QA checklists specific to implementation projects
• Execute functional, regression, and configuration testing against client requirements and solution design documents
• Identify, document, and track defects and configuration issues through to resolution
• Partner with Implementation Specialists, Product, and Engineering to confirm fixes and revalidate builds
• Analyze recurring UAT issues and feed findings back into implementation processes to reduce future defects
• Maintain QA documentation, testing evidence, and sign-off records for each implementation project
• Support continuous improvement of implementation quality standards, tooling, and testing methodology

Junior Quality Assurance Analyst

Engineering Manager

• Lead a cross-functional team of developers and QA engineers
• Own product architecture, including AI/LLM-integrated components
• Design scalable, secure, and maintainable systems
• Lead decisions involving LLM integration, RAG architectures, vector databases, and AI orchestration frameworks
• Ensure system reliability, observability, and cost efficiency
• Establish AI governance and safe usage practices
• Apply RAG, prompt engineering and evaluation, AI output validation and guardrails, human-in-the-loop workflows, and model monitoring
• Drive experimentation, A/B testing, and telemetry-based decision making
• Mentor developers and QA engineers and raise AI literacy across the team
• Establish AI-native coding and review standards
• Own predictable, high-quality releases and ensure AI features are measurable, validated, and production-ready
• Act as technical escalation point
• Drive cross-team alignment with Product, Data, and DevOps
• Leverage AI-assisted development tools to improve velocity
• Optimize AI cost-performance tradeoffs
• Embed automation into testing and CI/CD pipelines

AI Engineering Manager

• Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability
• Recruit, onboard, coach, and develop Account Managers and Customer Success professionals
• Create scalable customer journeys and playbooks across onboarding, adoption, retention, renewal, and expansion
• Improve Net Revenue Retention by reducing preventable churn and creating a consistent expansion motion
• Establish forecasting and pipeline management for renewals, upsells, cross-sells, and customer revenue opportunities
• Introduce a scalable operating model balancing high-touch strategic-customer engagement with 1-to-many SMB programs
• Build visibility into customer health, revenue risk, and expansion potential
• Design and document playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention
• Establish customer health scoring, early-warning indicators, escalation paths, and cross-functional operating processes
• Own performance against Net Revenue Retention, renewal, churn, and expansion targets
• Build accurate weekly, monthly, and quarterly forecasts
• Track lifecycle performance metrics and use product, engagement, commercial, and CRM data to identify risks and opportunities
• Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps
• Provide leadership with insights into performance, trends, risks, and opportunities