Associate Manager, Customer Support
Canada Internal Job Ad:
Canada - Internal Applicants Only 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 DoDeliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician teamRaise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targetsImprove customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvementStrengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and supportEnable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teamsBuild 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 performance2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalationsStrong analytical and decision‑making skills, using data to drive improvements and lead changeEffective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaborationBachelor’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 issuesAbility to manage multiple priorities under pressureOccasional travel flexibilityLocationCandidate will need to reside in North America, 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 The total anticipated annual compensation range for this existing position is $65,000 - $85,000 CAD per year, which includes starting base salary and, where applicable, variable or incentive pay. 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. 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. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. 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.
Apply Now
Canada - Internal Applicants Only 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 DoDeliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician teamRaise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targetsImprove customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvementStrengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and supportEnable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teamsBuild 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 performance2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalationsStrong analytical and decision‑making skills, using data to drive improvements and lead changeEffective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaborationBachelor’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 issuesAbility to manage multiple priorities under pressureOccasional travel flexibilityLocationCandidate will need to reside in North America, 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 The total anticipated annual compensation range for this existing position is $65,000 - $85,000 CAD per year, which includes starting base salary and, where applicable, variable or incentive pay. 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. 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. AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans. 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.
Apply Now