Manager, Customer Support

Amazing Career Moments Happen Here

Transforming the insurance industry is ambitious we know. Thats why at Applied were building a team that shows up every day ready to learn willing to try new things and driven to deliver innovative software and services that make us indispensable to our customers all within a culture built on values that make us indispensable to each other too. With 40 years of experience in theInsurtechgamewerenot just redefiningwhatsachievable;werecreating a place where amazing career moments are made possible.

Position Overview

Were seeking a Manager to join our Customer Support team in a remote role. Candidates based in the Chicago Dallas or Atlanta areas are this role youll lead team performance by executing strategy setting productivity and quality standards and guiding day-to-day operations. Youll oversee escalated support cases with a strong sense of urgency partner closely with Development to ensure effective resolution and identify trends to help drive smarter prioritization. Along the way youll coach and empower your team keeping everyone aligned to our goals values and commitment to delivering exceptional customer outcomes.

WhatYoullDo

• Own escalation KPIs ticket prioritization and endtoend escalation management with Development
• Drive operational excellence through standardized processes performance tracking and continuous improvement
• Partner crossfunctionally (Support Development Cloud SysOps) to address priorities risks and blockers
• Lead and influence process improvements identifying trends friction points and proactive solutions
• Manage coach and grow leaders and team members ensuring performance consistency and strong culture
• Improve customer outcomes by overseeing escalations readiness and responding to CSAT/QA trends

WereExcited to Learn More About You

Your experience may include:

• 5 years leading contact center escalation or customer support teams
• Proven ability to motivate teams and drive performance
• Strong data analysis skills to inform decisions
• Experience leading change (policies processes cross-team collaboration)
• Deep product knowledge and strong customer/team communication skills
• Jira Confluence Salesforce Service Cloud defect triage; basic software development understanding preferred
• Bachelors degree or equivalent work experience in the areas of Contact Center or Customer Support leadership

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!

When You Join Team Applied You Can Expect:

A culture that values who you areand recognizes that youarentjust an employee; you are a teammate and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.

We flex our time together collaborating remotely and in-person to empower our teams to work in the ways that work best for them.

A comprehensive benefits and compensation packagethat centers our teammates and helps them to bring their best to work every day:

• Medical Dental and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Learn more aboutthe people behind our products at targeted starting base salary in the United States for this position ranges from$75000 - $105000 USD.Todeterminea new team members starting pay we consider a variety of factors including someones depth breadth and variety of experience skills and responsibilities. Depending on the role team members may also be eligible toparticipateinadditionalcompensation plans such asbonusandcommission.

Your Security Matters:
Our candidates personal information and online safety are top of mind for us. At Appliedwe proactivelyprotect your personal information and only communicate with candidates via a secure @ email or through our officialcareersportal. Recruiters will never request payments ask for financial account information or sensitive information like social security numbers.

AI Utilization

WeleverageAI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However candidate screening interviews and final decisions are conducted by real humans.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied wedontdiscriminate and we are committed to recruit developretain and promote regardless of race religion color national origin sexual orientation gender identity disability age veteran status and other protected status as required by applicable law.

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