Are you a passionate leader dedicated to empowering a support team and delivering world-class customer service? What You Will Do As an Application Support Manager, you will directly supervise and empower a dynamic team of individual contributors, ensuring high-quality support for our customers and partners. You will foster an environment of clarity and high job satisfaction by aligning team members with job expectations and company goals. This role actively collaborates with Engineering, Sales, Product, and Professional Services to drive continuous product and process improvements based on customer support experiences. Your primary responsibilities will include: Managing personnel activities such as hiring, training, rewarding, motivating, and disciplining staff, providing direction according to established policies and management guidance. Setting priorities for the team to ensure task completion and coordinating work activities with other supervisors. Establishing, tracking, and reporting on customer service level agreements (SLAs) to ensure best-in-class support. Supervising daily activities and sharing responsibility for staff training and development. Assisting staff with difficult applications, systems, and technical calls, acting as an advisor to your unit. Managing the support call queue, scheduling, call monitoring, and handling escalated customer calls. Reviewing closed calls and collaborating with staff for corrections and information. Applying operational business practices and coordinating with closely related areas to improve efficiency. Identify opportunities to leverage AI agents to improve operational efficiency, automate repetitive tasks, and enhance the customer or employee experience.