Manager, Customer Support

Applied Systems is transforming the insurance industry by building a dedicated team ready to deliver innovative software and services. The Manager of Customer Support will lead team performance, oversee escalated support cases, and drive operational excellence while coaching team members to achieve exceptional customer outcomes.

Responsibilities:

• Own escalation KPIs, ticket prioritization, and end‑to‑end escalation management with Development
• Drive operational excellence through standardized processes, performance tracking, and continuous improvement
• Partner cross‑functionally (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

Requirements:

• 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
• Bachelor's degree or equivalent work experience in the areas of Contact Center or Customer Support leadership
• Jira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding