Remote Customer Support Manager – Escalations & Ops

Applied Systems; Chicago (IL); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

Holiday and Vacation Time

Health & Wellness Days

Bonus Day for Birthday

Job summary

Applied Systems is looking for a Manager for its Customer Support team in a remote role. Candidates from Chicago, Dallas, or Atlanta are preferred. Responsibilities include leading team performance, managing escalations, and driving process improvements.

The ideal candidate will have over 5 years of experience, strong leadership and data analysis skills, and familiarity with tools like Jira and Salesforce. The position offers a competitive salary ranging from $75,000 to $105,000 USD.

Qualifications

• 5+ years leading contact center escalation or customer support teams.
• Strong data analysis skills to inform decisions.
• Experience leading change in policies and processes.

Responsibilities

• Own escalation KPIs and ticket prioritization.
• Drive operational excellence through standardized processes.
• Manage, coach, and grow leaders and team members.

Skills

Leadership

Data analysis

Team motivation

Product knowledge

Customer communication

Education

Bachelor's degree or equivalent in Customer Support leadership

Tools

Jira

Confluence

Salesforce Service Cloud

Job description

Applied Systems is looking for a Manager for its Customer Support team in a remote role. Candidates from Chicago, Dallas, or Atlanta are preferred. Responsibilities include leading team performance, managing escalations, and driving process improvements.

The ideal candidate will have over 5 years of experience, strong leadership and data analysis skills, and familiarity with tools like Jira and Salesforce. The position offers a competitive salary ranging from $75,000 to $105,000 USD.