Associate Manager, Customer Support

Applied Systems is transforming the insurance industry by building a team focused on delivering innovative software and services. The Associate Manager, Customer Support will oversee a team of Support Technicians, ensuring productivity and quality while enhancing customer experience and managing escalations.

Responsibilities:

• Deliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician team
• Raise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targets
• Improve customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvement
• Strengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and support
• Enable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teams
• Build a resilient, high‑performing support organization by recruiting, developing, and retaining talent while growing future support leaders

Requirements:

• 2+ years of experience leading Customer Support or Contact Center teams, with a proven ability to motivate performance
• 2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalations
• Strong analytical and decision‑making skills, using data to drive improvements and lead change
• Effective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaboration
• Bachelor's degree or equivalent practical experience in Customer Support or Contact Center leadership
• Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues
• Ability to manage multiple priorities under pressure
• Occasional travel flexibility