Manager, Global Application Support

Overview:  

The role provides technical support to a proprietary CRM in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary SaaS applications. The Manager, Global Application Support should be experienced working with development, product, and client services teams, providing support to end-users in a work from anywhere model covering a global workforce.  

We’re looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Manager will direct a small team globally and will help double it over the next few years. The Manager will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.  

This is a hybrid position out of our New York City headquarters.  

What You’ll Do:  

• Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)  
• Monitor support tickets and ensure timely resolution of customer issues  
• Coordinate and collaborate with global engineering and product teams for timely release of support defects.  
• Work with SRE engineers to coordinate knowledge sharing, dashboards, and incident management 
• Support agents and engineers with coaching, mentoring, and performance feedback  
• Handle escalated customer issues and ensure satisfactory resolution  
• Conduct regular team meetings and training sessions  
• Identify areas for process improvement and implement best practices  
• Serve as a liaison between the support team and other departments (e.g., development, product management)  
• Analyze support data to identify trends, patterns, and areas for improvement  
• Generate and distribute regular reports on support performance metrics  
• Provide insights and recommendations to enhance support operations and customer satisfaction  
• Collaborate with the support team lead and manager to implement data-driven improvements  
• Monitor and report on SLA compliance and support efficiency  
• Conduct root cause analysis of recurring issues and suggest preventive measures  

What You Have:  

• 12+ years of work experience showing progressive growth in the field  
• 5+ years of management experience 
• Knowledgeable with web application SaaS platforms and architecture  
• Knowledgeable with SQL, possibly other database operations  
• Experience with features such as voice conferencing, emailing, etc.  
• Product knowledge, programming logic  
• Setting operational standards and procedures  
• Experience in web stack operations, VOIP, SMTP, etc. a plus  
• Certifications including ITIL, CompTIA A+, etc.  
• Presentable, excellent communication skills, high energy  
• Hands-on experience with application support in a global, enterprise environment  
• Tech writing and documentation  
• Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action  
• Ability to work independently and as part of a team  
• Present monthly reports / metrics to managers and stakeholders 

What We Offer:  

The annual base salary range for this position is $150,000 to $170,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on perfor