Remote Customer Support Manager – Escalations & Ops

Applied Systems; Dallas (TX); 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 Your Birthday

Job summary

Applied Systems is seeking a Manager for their Customer Support team in a remote role, ideally located in Dallas, Chicago, or Atlanta. This position involves executing strategy, overseeing escalated support cases, and coaching a dedicated team.

The ideal candidate brings 5+ years of experience in customer support leadership, strong analytical skills, and a Bachelor’s degree. The company offers a competitive salary ranging from $75,000 to $105,000, including benefits like medical coverage and vacation time.

Qualifications

• 5+ years leading contact center escalation or customer support teams.
• Proven ability to motivate teams and drive performance.
• Experience leading change and driving operational excellence.

Responsibilities

• Oversee escalated support cases and manage escalation KPIs.
• Drive operational excellence through standardized processes.
• Partner cross-functionally to address priorities and risks.

Skills

Data analysis skills

Team motivation

Customer/team communication

Leadership

Education

Bachelor’s degree or equivalent work experience

Tools

Jira

Confluence

Salesforce Service Cloud

Job description

Applied Systems is seeking a Manager for their Customer Support team in a remote role, ideally located in Dallas, Chicago, or Atlanta. This position involves executing strategy, overseeing escalated support cases, and coaching a dedicated team.

The ideal candidate brings 5+ years of experience in customer support leadership, strong analytical skills, and a Bachelor’s degree. The company offers a competitive salary ranging from $75,000 to $105,000, including benefits like medical coverage and vacation time.