Lead and inspire a team of 13 support specialists focused on Procontractor, Vista Web and Field accounting products to ensure consistent, high-quality service.
Provide strategic direction and hands-on coaching to optimize team performance and foster professional development.
Manage and resolve complex customer issues, serving as a senior point of escalation to safeguard overall satisfaction.
Identify and implement process improvement opportunities to streamline workflows and enhance the customer support journey.
Drive operational excellence by analyzing performance metrics like First Response, FCR, and CSAT to optimize workflows and exceed strategic OKRs.
Champion the adoption of AI-powered tools and gather feedback to drive innovation within the support department.

3+ years of experience in application customer support or a related technical environment.
3+ years in a leadership role managing technical teams in high-volume environments.
Demonstrated ability to provide clear leadership and strategic direction to a frontline team.
Strong problem-solving skills with experience managing complex customer escalations.
Excellent communication skills and the ability to maintain consistent service standards.
Proficiency with business software such as Salesforce and Google Workspace.
Previous experience leading support teams specifically within the accounting or financial software industry is a bonus.
Familiarity with Vista Web, Field products, Procontractor, or similar ERP solutions is a bonus.

Application Support Manager

Key skills