New Manager, Application Support

The Manager, Application Support provides day-to-day tactical and personnel management of the Customer Support team to include managing productivity, personnel, and technical product issues. This position leads the team to enhance the overall customer experience while achieving departmental and company directed goals. Duties include directly managing a team of support personnel, overseeing daily operations of enterprise applications, developing reporting to improve efficiency, and refining standard operating procedures. The Manager serves as point of escalation for customers, collaborates with cross-functional teams to resolve escalated issues, and stays abreast of new product developments. Additional responsibilities involve managing operational and communication impacts, collaborating with stakeholders, engaging with customers for feedback, and enhancing the team’s focus on personnel development. The Manager also maintains compliance with policies and procedures. Minimum requirements include 5 years' experience in customer-facing support roles, 2 years leading customer-facing support teams, and 2 years of Zendesk experience. Proven experience in a growing SaaS-based company, cross-functional orientation, and strong communication skills are essential. A Bachelor’s degree in business management or a relevant field is required.