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.
Job Details
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 the 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 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
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.
EOE disability/veteran
#LI-Hybrid
#J-18808-Ljbffr
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.
Job Details
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 the 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 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
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.
EOE disability/veteran
#LI-Hybrid
#J-18808-Ljbffr