Application Support Manager

Jobtailor; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a seasoned SaaS customer support leader to guide a high-performing team in Westminster, CO or Lake Oswego, OR. You will drive customer experience initiatives, implement AI-driven automation, and collaborate with Engineering, Product, and Sales to deliver product enhancements.

The role emphasizes coaching, process optimization, and effective escalation management in a fast-paced SaaS environment.

Qualifications

• 5+ years in customer application support within a SaaS product environment.
• 3+ years in a team leadership or managerial role.
• Exceptional communication, interpersonal, and problem-solving skills.
• Background or familiarity with accounting workflows and concepts.
• Hands-on experience implementing AI tools or LLMs in customer support workflows.

Responsibilities

• Lead, mentor, and empower a high-performing SaaS support team.
• Coach team members and support their growth and continuous development.
• Implement AI agents and Large Language Models to automate routine tasks and optimize workflows.
• Partner with Engineering, Product, and Sales to advocate for customer experience and drive product enhancements.
• Oversee daily queue operations and monitor key metrics.

Skills

Team Leadership

SaaS Support

Customer Experience

AI Tools

Process Optimization

Tools

AI Tools

Large Language Models

Job description

Responsibilities

• Lead, mentor, and empower a high-performing SaaS support team
• Coach team members and support their growth and continuous development
• Implement AI agents and Large Language Models to automate routine tasks and optimize workflows
• Partner with Engineering, Product, and Sales to advocate for customer experience and drive product enhancements
• Oversee daily queue operations and monitor key metrics
• Manage complex customer escalations to ensure exceptional service delivery
• Analyze support trends and case drivers
• Optimize processes and establish best-in-class service standards

Requirements

• 5+ years of experience in customer application support within a SaaS product environment
• 3+ years of experience in a team leadership or managerial role
• Exceptional communication, interpersonal, and problem-solving skills
• Ability to maintain focus, lead empathetically, and adapt quickly in a fast-paced environment
• Background or familiarity with accounting workflows and concepts
• Hands-on experience implementing AI tools or LLMs in customer support workflows
• Mindset of continuous improvement and evidence of implementing new workflows
• Ability to work on-site in Westminster, CO or Lake Oswego, OR
• Travel requirement of 1–2 weeks per year

Core Competencies

Demonstrates expertise in leading and mentoring high-performing SaaS support teams while implementing AI tools and Large Language Models to enhance customer support workflows. Proven ability to analyze support trends and optimize processes for exceptional service delivery.

Highest-signal resume keywords

• SaaS Customer Application Support
• Team Leadership
• AI Tools Implementation
• Customer Experience Advocacy
• Process Optimization

Hard Skills

• Customer Application Support
• AI Tools
• Large Language Models
• Support Trend Analysis
• Workflow Optimization

Soft Skills

• Exceptional Communication
• Interpersonal Skills
• Problem-Solving
• Empathetic Leadership
• Adaptability

Industry Keywords

• SaaS Environment
• Accounting Workflows
• Service Standards
• Customer Escalations
• Continuous Improvement