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. At Applied, we have a mission and a vision that guide us, values that anchor us, and a determination to achieve that propels us forward. We push the boundaries of innovation to solve the biggest challenges in insurance – helping us earn the title of indispensable partner from our customers. Our teammates show up as they are, creating an authentic environment that fosters collaboration, curiosity and connections – and one that doesn’t waste time on the unnecessary confines of corporate bureaucracy or hierarchy. No matter the role or title, you have a voice at the table, space to work hard and achieve, and unending opportunities to be a great teammate.
Associate Manager, Customer Support
Location
Illinois
Posted
2 days ago
Salary
$60K - $80K / year
Seniority
Junior
Job Description
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 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.
What You'll Do
- 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
We're Excited to Learn More About You
Your experience may include:
- 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
You may have other skills or credentials, including:
- Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues
- Ability to manage multiple priorities under pressure
- Occasional travel flexibility
Location
- Candidate will need to reside in the United States, working arrangement will be remote
We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses, as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:
- Medical, Dental, and Vision Coverage
- Holiday and Vacation Time
- Health & Wellness Days
- A Bonus Day for Your Birthday
Our targeted starting base salary in the United States for this position ranges from $60,000 - $80,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
#LI-Remote #LI-US
Benefits
- 401(K), 401(K) matching, Childcare benefits, Commuter benefits, Continuing education stipend, Customized development tracks, Dedicated diversity and inclusion staff, Dental insurance, Disability insurance, Volunteer in local community, Family medical leave, Flexible Spending Account (FSA), Flexible work schedule, Generous parental leave, Generous PTO, Health insurance, Job training & conferences, Open door policy, Life insurance, Charitable contribution matching, Mentorship program, Paid volunteer time, Online course subscriptions available, Open office floor plan, Paid holidays, Paid industry certifications, Paid sick days, Onsite office parking, Partners with nonprofits, Performance bonus, Promote from within, Remote work program, Team based strategic planning, Continuing education available during work hours, Tuition reimbursement, Mandated unconscious bias training, Vision insurance, Wellness programs, Mental health benefits, Diversity employee resource groups, Hiring practices that promote diversity, Fertility benefits, Employee resource groups, Employee-led culture committees, Day off for your birthday, Hybrid work model, In-person all-hands meetings, In-person revenue kickoff, President's club, Employee awards, Diversity recruitment program, Transgender health care benefits, Wellness days, Abortion travel benefits, Mother's room, Personal development training, Virtual coaching services, Flexible time off, Floating holidays, Bereavement leave benefits
Related Guides
Related Categories
Related Job Pages
More Customer Support Jobs
The representative will engage with warm, pre-qualified leads to conduct financial assessments and present tailored solutions related to Life Insurance, IUL, and Annuities. They will meet clients via Zoom, phone, or locally to guide them through decision-making processes and maintain organization using CRM tools.
This role involves advanced support within the EAP department, coordinating services for customers, providers, and HR/managers, including locating providers for Critical Incident services and scheduling appointments for participants in crisis. Responsibilities also include administrative tasks like processing documentation, managing provider reimbursements, and conducting outreach for various referral types.
Customer Care AI Specialist
LatticeLattice is a people success platform that empowers leaders to build engaged, high-performing teams & winning cultures.
Customer Care AI Specialist optimizing AI support for customer experience at Lattice
Remote Customer Experience Representative
LC GROUPWe celebrate diversity and are committed to creating an inclusive environment for all team members. All qualified applicants will be considered without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, or disability.
The representative will respond to customer questions via phone, email, or chat, providing clear product or service information and assisting with simple troubleshooting. They must also accurately document all interactions in the system while following company quality guidelines.
