Associate Manager, Customer Support

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
We're searching for an Associate Manager, Customer Support to join our Customer Support team. In this role, you'll oversee the day-to-day activities of an 10+ person team of Support Technicians, ensuring productivity, quality, and a consistently strong customer experience. You'll support both customers and team members by addressing technical issues, managing escalations, and helping the team meet performance goals - while partnering closely with teams like Sales, QA, Billing, and Product Management.
To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.
What You'll Do

• 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

We're Excited to Learn More About You
Your experience may include:

• 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

You may have other skills or credentials, including:

• Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues
• Ability to manage multiple priorities under pressure
• Occasional travel flexibility

Location

• Candidate will need to reside in the United States, working arrangement will be remote

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses, as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Our targeted starting base salary in the United States for this position ranges from $60,000 - $80,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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