Manager, Application Support

Overview: 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 and Responsibilities:

• Directly manages a team of support personnel including setting clear objectives, evaluating progress, and instilling a high-performance culture with focus on teamwork, service excellence, and ownership for resolving customer issues; implements procedures and metrics pertinent to the effective and efficient operation.
• Oversee the daily operations and performance of enterprise applications, ensuring optimal functionality and user satisfaction;
• Develop and automate reporting across platforms to streamline processes and improve efficiency;
• Develops and refines standard operating procedures for ticket management, monitoring, alerting, and incident management processes;
• Serves as point of escalation for customers to resolve highly complex problems; collaborates with cross functional teams to resolve escalated customer complaints.
• Stays abreast of new product developments and tactical direction to the business regarding technical support challenges; provides documentation and specific product suggestions influencing product direction.
• Manages operational and communication impacts of planned changes, outages, and technology emergencies.
• Collaborate with key internal stakeholders to drive customer success and quality to provide long-term value for our customer base;
• Partner with CCS’s cross functional teams to provide customer feedback, streamline processes and improve customer outcomes
• Engage directly with our customers to garner feedback and ensure quality of service;
• Build upon CCS’s Support career framework to enhance the team’s focus on personnel development;
• Maintains knowledge of technology and industry trends and processes and disseminates information to the Customer Support team.
• Maintains compliance with CCS’s policies, procedures, and mission statement.
• Adheres to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfills those responsibilities and/or duties that may be reasonably provided by CCS for the purpose of achieving operational and financial success of the Company.

Job Requirements:

• Minimum 5 years' experience in customer-facing support roles
• Minimum 2-2 years leading customer-facing support teams with a commitment to providing superior customer experiences;
• Minimum 2 years of Zendesk experience;
• Proven experience working in Support in a growing SaaS-based company;
• Dedicated cross-functional orientation and ability to build relationships with other leaders and teams;
• Creative problem-solving ability and forward-thinking mentality;
• Strong leadership and communication (verbal, written, and presentation) skills;
• Previous experience managing remote teams;
• Proven ability to execute strategic projects that enhance and support customer support excellence;
• Demonstrated working knowledge of budgets; and
• Experience driving innovation and continuous improvement programs.

Education:

• Bachelor’s degree in business management or relevant field of study.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions;
• Travel for this position will require business travel to other locations up to 25%.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless.  ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.