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.
Company Overview
Applied Systems is a digital insurance agency that provides software for agency management systems. It was founded in 1980, and is headquartered in University Park, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www1.appliedsystems.com.