Director of Application Support

Alliance HCM • The Woodlands, TX

7d • Onsite

About The Position

Alliance HCM is hiring a full-time Director of Application Support to join their team. Alliance HCM aims 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, and onboarding. As the second-largest privately held payroll provider, they are committed to delivering top-notch HCM solutions in a supportive community that celebrates success and inspires growth. The Director of Application Support will 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 efficiently in Salesforce. The team handles escalated issues across HCM and payroll solutions, and the Director will coach team members on complex troubleshooting and client support via phone and email. The role involves resolving senior-level issues when necessary and fostering a high-performing culture of accountability, continuous improvement, and excellent client service. Responsibilities include learning and coaching on reporting, data management, and case resolution processes, monitoring team performance using data and operational insights, optimizing response times, and ensuring service levels meet expectations. The Director will also provide cross-departmental support, assist the onboarding team with data verification, and ensure alignment between development, reporting, training, and onboarding systems and client needs. They will communicate case timelines, deadline extensions, and team workload needs to senior management and stay updated on platform changes to deliver exceptional client support.

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 properly resolved.
• Ensure specialized reporting and data requests are appropriately completed.
• Manage case progression through Salesforce in a timely fashion.
• Oversee the team that handles escalated issues from all aspects of HCM and payroll solutions.
• Coach team members on providing complex troubleshooting and client support through phone and email communication channels.
• Step in to personally resolve senior-level issues when needed.
• Maintain a high-performing culture of accountability, continuous improvement, and fantastic client service.
• Learn and coach the team on reporting, data management, and case resolution processes to ensure compliance.
• Monitor team performance, manage case volumes, and optimize response times using data and operational insights.
• Ensure service levels meet company expectations.
• Provide cross-departmental support, including helping the onboarding team with data verification.
• Ensure development, reporting, training, and onboarding activities/system functionality align 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 play an integral part in delivering exceptional, high-level client support.

Benefits

• Competitive salary that reflects your experience and qualifications, plus 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