Job Description

About Aspire Software

Aspire Software, an Operating Group of Valsoft Corp, primarily focuses on operating and managing Valsoft’s global portfolio of software companies within the Travel and Leisure vertical. It provides mission-critical solutions to this sector, leveraging industry best practices to deliver a time-sensitive integration process. The decentralized model Aspire operates allows it to drive rapid growth, reinvesting in its portfolio to foster continuous innovation within the Travel and Leisure space.

Our motto is “Be Humble, Stay Hungry!”

About H&L POS

H&L POS is an Australian hospitality technology company with over 30 years of experience providing integrated point-of-sale and business management solutions. Designed by hospitality professionals for hospitality professionals, H&L’s solutions support hotels, pubs, restaurants, clubs, bars, cafés and retail liquor outlets across Australia.

This is a senior individual-contributor role that owns H&L's hardest customer problems: the escalations and complex cases the frontline can't resolve. It's not just about closing them. Each one gets turned into a product fix, an enterprise solution, or the automation and tooling that stops it coming back.

The work spans the whole go-to-market org, from Sales through to Support. It means finding the difficult, recurring and high-impact cases, owning them until they're resolved, and working with Customer Success, Product, Engineering and AI Operations to get the customer a clear outcome.

This isn't another escalation tier. In the short term, the focus is clearing the critical backlog and taking complex work off the frontline. Longer term, it's about finding where the support model keeps breaking and fixing it there, so those issues get resolved faster, automated where it makes sense, or handled confidently by the wider team.

Key responsibilities

Escalations & complex case resolution

• Proactively identify complex, high-impact, aging or repeatedly escalated cases.
• Take end-to-end ownership of difficult issues, from diagnosis through resolution and follow-up.
• Clear the critical aged backlog, and act as the bridge across Support, Sales, Professional Services, Customer Success, Product and Engineering.
• Communicate clearly with customers through sensitive, ambiguous or technically complex situations.

Proactive product fixes

• Help evolve the support organization from reactive ticket handling toward proactive problem prevention.
• Analyse recurring and high-impact issues to find root causes.
• Drive the underlying fix with Product and Engineering to remove whole classes of problem.
• Provide structured, evidence-based feedback from real customer cases into the product roadmap.

Enterprise solutions & automation

• Develop workflows, internal tools, AI-assisted processes, routing rules and self-service that reduce manual support work.
• Deliver enterprise-grade solutions for complex, high-value customers where standard support falls short.
• Partner with AI & automation engineering to improve diagnostics, tooling and resolution paths.
• Validate that new automations improve the customer outcome, rather than simply deflecting tickets.

Enablement & operational insight

• Turn complex resolutions into reusable playbooks, decision trees and knowledge-based content.
• Coach the team on new issue types and tools and set clear criteria for what is handled by the frontline, automated, or routed.
• Track recurring themes and systemic risks and communicate them to leadership.
• Measure the effect of improvements on resolution time, repeat contacts, escalations, CSAT and ticket volume; maintain a prioritised backlog of automation and improvement opportunities.

What success looks like

Success is not measured only by the number of difficult tickets closed. It is measured by whether those problems become easier or unnecessary the next time they occur. Key outcomes may include:

• Critical aged backlog cleared and held down.
• Fewer repeat escalations for previously solved issue types.
• Increased share of cases resolved by the frontline team without escalation.
• Reduction in manual support work through automation and improved tooling.
• Measurable reduction in recurring ticket drivers.
• Stronger feedback loops among Support, Professional Services, Customer Success, Product and Engineering.

Ideal qualifications

• Significant experience in technical support, customer success, support operations or a related function.
• Demonstrated ability to resolve ambiguous, technically complex or cross-functional customer issues.
• Strong root-cause analysis and systems-thinking skills.
• Experience creating support automations, workflows, internal tools or AI-assisted processes.
• Ability to translate individual customer problems into broader operational improvements.
• Strong written and verbal customer communication skills.
• Experience developing documentation, training materials and team enablement.
• Ability to influence Product, Engineering and operational stakeholders without relying on formal authority.
• Comfort working as a highly autonomous individual contributor.

Qualifications:

• Significant experience in technical support, customer success, support operations or a related function.
• Demonstrated ability to resolve ambiguous, technically complex or cross-functional customer issues.
• Strong root-cause analysis and systems-thinking skills.
• Experience creating support automations, workflows, internal tools or AI-assisted processes.
• Ability to translate individual customer problems into broader operational improvements.
• Strong written and verbal customer communication skills.
• Experience developing documentation, training materials and team enablement.
• Ability to influence Product, Engineering and operational stakeholders without relying on formal authority.
• Comfort working as a highly autonomous individual contributor.

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