[Remote] Manager, Customer Support

Note: The job is a remote job and is open to candidates in USA. Applied Systems is transforming the insurance industry and is seeking a Manager to lead their Customer Support team. In this role, you will oversee team performance, manage escalated support cases, and drive operational excellence by partnering cross-functionally to improve customer outcomes.ResponsibilitiesOwn escalation KPIs, ticket prioritization, and end‑to‑end escalation management with DevelopmentDrive operational excellence through standardized processes, performance tracking, and continuous improvementPartner cross‑functionally (Support, Development, Cloud, SysOps) to address priorities, risks, and blockersLead and influence process improvements, identifying trends, friction points, and proactive solutionsManage, coach, and grow leaders and team members, ensuring performance consistency and strong cultureImprove customer outcomes by overseeing escalations, readiness, and responding to CSAT/QA trendsSkills5+ years leading contact center escalation or customer support teamsProven ability to motivate teams and drive performanceStrong data analysis skills to inform decisionsExperience leading change (policies, processes, cross-team collaboration)Deep product knowledge and strong customer/team communication skillsBachelor's degree or equivalent work experience in the areas of Contact Center or Customer Support leadershipJira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding preferredBenefitsMedical, Dental, and Vision CoverageHoliday and Vacation TimeHealth & Wellness DaysA Bonus Day for Your BirthdayDepending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.Company OverviewApplied Systems is a digital insurance agency that provides software for agency management systems. It was founded in 1980, and is headquartered in University Park, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www1.appliedsystems.com.