Associate Manager, Customer Support

Applied Systems, Inc.•Chicago, IL

7d•$60,000 - $80,000•Remote

About The Position

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. We’re searching for an Associate Manager, Customer Support to join our Customer Support team. In this role, you’ll oversee the day‑to‑day activities of an 10+ person team of Support Technicians, ensuring productivity, quality, and a consistently strong customer experience. You’ll support both customers and team members by addressing technical issues, managing escalations, and helping the team meet performance goals - while partnering closely with teams like Sales, QA, Billing, and Product Management. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

Requirements

2+ years of experience leading Customer Support or Contact Center teams, with a proven ability to motivate performance
2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalations
Strong analytical and decision‑making skills, using data to drive improvements and lead change
Effective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaboration
Bachelor’s degree or equivalent practical experience in Customer Support or Contact Center leadership

Nice To Haves

Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues
Ability to manage multiple priorities under pressure
Occasional travel flexibility

Responsibilities

Deliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician team
Raise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targets
Improve customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvement
Strengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and support
Enable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teams
Build a resilient, high‑performing support organization by recruiting, developing, and retaining talent while growing future support leaders