Note: The job is a remote job and is open to candidates in USA. Applied Systems is transforming the insurance industry and is seeking a Manager to lead their Customer Support team. In this role, you will oversee team performance, manage escalated support cases, and drive operational excellence by partnering cross-functionally to improve 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

Skills

• 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 preferred

Benefits

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday
• Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.

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