Manager, Customer Support
About The Position
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 seeking a Manager to join our Customer Support team in a remote role. Candidates based in the Chicago, Dallas, or Atlanta areas are preferred. In this role, you’ll lead team performance by executing strategy, setting productivity and quality standards, and guiding day-to-day operations. You’ll oversee escalated support cases with a strong sense of urgency, partner closely with Development to ensure effective resolution, and identify trends to help drive smarter prioritization. Along the way, you’ll coach and empower your team, keeping everyone aligned to our goals, values, and commitment to delivering exceptional customer outcomes.
Requirements
- 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
- Jira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding preferred
- Bachelor’s degree or equivalent work experience in the areas of Contact Center or Customer Support leadership
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
Benefits
- Medical, Dental, and Vision Coverage
- Holiday and Vacation Time
- Health & Wellness Days
- A Bonus Day for Your Birthday
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What This Job Offers
Job Type
Full-time
Career Level
Manager
