Director of Application Support

Alliance HCM • The Woodlands, TX

6d • Onsite

About The Position

Alliance HCM is hiring a full-time Director of Application Support to join their team in The Woodlands, TX. Alliance HCM is on a mission to be the largest independent human capital management (HCM) company in the U.S., empowering small to mid-sized businesses with innovative, cloud-based technology for managing payroll, HR, benefits, onboarding, and more. As the second-largest privately held payroll provider in the nation, they are dedicated to delivering top-notch HCM solutions. Joining their dynamic team means becoming part of a supportive community that celebrates success and inspires growth.

Requirements

• 5+ years of experience leading application support, client support, or customer success teams in a SaaS, HCM, or payroll environment
• 5+ years of experience working in an HCM environment
• Proven success managing SLAs, case ticket volume, and team performance targets
• Deep understanding and a strong technical foundation in systems and support operations
• Demonstrated ability to manage multiple simultaneous projects and achieve objectives in a high-growth environment
• Proficiency in Salesforce (or a similar CRM/case management platform) and Microsoft applications like Word and Excel
• Analytical mindset for making sound, data-driven decisions
• Exceptional communication and interpersonal skills for collaborating and building rapport with clients and different departments
• Sharp attention to detail, organizational skills, and self-motivation to follow-through on initiatives

Nice To Haves

• Experience in payroll or benefits implementation
• Experience in client data conversion
• Experience in human resources
• Proficiency in SQL and report writing tools
• Knowledge of benefits, timekeeping, and general ledger activities
• A bachelor's degree in a field like technology or human resources

Responsibilities

• Lead the application support team, overseeing daily activities to ensure client issues are resolved, specialized reporting and data requests are completed, and cases are managed in Salesforce in a timely fashion.
• Manage escalated issues from all aspects of HCM and payroll solutions.
• Coach team members on complex troubleshooting and client support through phone and email.
• Personally resolve senior-level issues when needed.
• Maintain a high-performing culture of accountability, continuous improvement, and client service.
• Ensure compliance with reporting, data management, and case resolution processes.
• Monitor team performance, manage case volumes, optimize response times, and ensure service levels meet company expectations using data and operational insights.
• Provide cross-departmental support, including assisting the onboarding team with data verification and ensuring alignment of development, reporting, training, and onboarding activities/system functionality with client needs.
• Notify senior management about case timelines, extended deadlines, and team workload needs.
• Stay up-to-date on platform updates and changes to deliver exceptional client support.

Benefits

• Competitive salary that reflects your experience and qualifications
• Variable compensation
• 100% employer-paid medical, dental, vision, life, and long-term disability insurance
• 401(k) with employer match
• High-impact leadership visibility and career growth opportunity
• Innovative, collaborative work culture

What This Job Offers

• Job Type: Full-time
• Career Level: Director