London, England, United Kingdom · On-site
Job Title Application Support Manager Job Description The role We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products. What you…
Skills: Team Leadership, Incident Management, SLA Delivery, Customer Experience Management, Jira Service Management
London, England, United Kingdom · On-site
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London, England, United Kingdom · On-site
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London, England, United Kingdom · On-site
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London, England, United Kingdom · Hybrid
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London, England, United Kingdom · On-site
$98k–$130k/yr
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London, England, United Kingdom · On-site
$98k–$130k/yr
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London, England, United Kingdom · On-site
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London, England, United Kingdom · On-site
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Skills: Kubernetes Security, Cloud Infrastructure, Distributed Systems, NVIDIA GPUs, RBAC
London, England, United Kingdom · On-site
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Skills: People Management, SQL, Data Modeling, Business Intelligence, Database Support
London, England, United Kingdom · On-site
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Skills: Desktop Support, Endpoint Management, Azure AD, Microsoft 365, Intune
London, England, United Kingdom · Hybrid
About Man Group Man Group is a global alternative investment management firm focused on pursuing outperformance for sophisticated clients via our Systematic, Discretionary and Solutions offerings. Powered by talent and a…
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London, England, United Kingdom · Hybrid
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Skills: Incident Management, Problem Management, Apple iOS Support, Android Support, Mobile Device Management
London, England, United Kingdom · Remote OK
Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and …
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London, England, United Kingdom · Remote OK
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London, England, United Kingdom · On-site
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Skills: Guest Relations, Food & Beverage Service, Sales Acumen, Team Leadership, Organization
London, England, United Kingdom · Hybrid
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London, England, United Kingdom · On-site
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Skills: Telephone Support, Incident Response, CCTV Auditing, Data Analysis, ServiceNow
London, England, United Kingdom · On-site
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London, England, United Kingdom · On-site
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Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Lead a global application support team to oversee ticket management, incident resolution, and SLA delivery across protection and decision platforms. Collaborate with Product and Engineering teams to optimize the support operating system and improve customer satisfaction metrics.
Requires over 5 years of experience managing global support teams with deep expertise in service management tools like Jira, HubSpot, or ServiceNow. Candidates should possess a strong operational mindset and experience implementing incident processes in a SaaS environment.
Job Title
Application Support ManagerJob Description
We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products.
What you will be doing
You will lead our App Support team, with members located in the UK, Singapore and Australia. You will oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
You will represent Support as an enablement team; working closely with Product, Customer Success and Engineering teams to ensure great customer experience whilst operations remain standardised, streamlined and efficient. You will own our incident process, creating and maintaining the definitions, catalogs and alerting in Incident.IO.
You will be a member of the Operations management team, making decisions that help us execute against the strategy, as well as deciding where to make investments in our Support Model. You bring fresh perspective on Support, leveraging your experience and new technologies to improve our responsiveness to customers, boost productivity and build out a best-in-class SaaS support operating system.
You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling. You are familiar with AI tools and have used them to optimise workflows or make knowledge management more extensible. You thrive on solving customer and operational problems and can move easily between high-level and low-level details, using experimentation to help your decision-making.
You have a growth mindset. You respectfully challenge the status-quo. You are continually looking to improve yourself and your team. You actively seek out and give feedback and do this in a way that builds strong relationships with your team and peers. You think about working iteratively, using experiments and data to drive how you make decisions.
You thrive in a fast-paced environment with large amounts of uncertainty. You are comfortable working to transform an organisation, accepting this means that everything is not working perfectly today.
Essential
• 5 years+ experience leading, coaching and managing global support teams
• Exceptional leadership, communication and stakeholder management skills
• Strong operational mindset supporting customers in an SLA-driven environment
• Deep expertise configuring and optimising Jira Service Management (preferred), HubSpot, Zendesk or ServiceNow platforms
• Proven experience building dashboards, insights and reports from support data
• Proven experience implementing and managing Incident processes
Nice to have
• SaaS App Support experience - you know what good B2B service looks like
• Chatbot/AI-assistive tool configuration experience
• Engineering or coding expertise (e.g. Scripting, Python, SQL)
About UnderwriteMe
UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible.
Our core products are:
• Decision Platform - a B2B enterprise platform that provides a best-in-market Underwriting Rules Engine used by over 30 insurers to power their underwriting decisions. The product is sold across UK & Ireland, Asia-Pacific and North America. The platform combines our engine with technology to source and process third-party information supporting underwriting decisions for insurers. We are already working on capabilities, powered by AI, to make these decisions even more efficient.
• Protection Platform - a B2B2C marketplace used by over 15,000 advisors to power quoting and purchase of protection products in the UK. We currently deliver 16% of the UK markets protection policies and we are already working to increase our reach.
Working for UnderwriteMe
Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance. You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance.
Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.
Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities.
Benefits (Only for Permanent and Fixed Term Employees)
Leave
25 days of annual leave with option to buy/sell more days
Adoption and fertility leave
Generous enhanced parental leave
Healthcare
Comprehensive private insurance coverage for employee and dependents
Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
Optical benefits
Savings & Retirement
15% combined employee/employer contributions
Wellness
Subsidized gym membership
Access to Employee Assistance Program
Cycle to Work and Electric Car Salary Sacrifice Scheme
Time off for volunteering
Charitable matching of employee donations
You Can Be Who You Are
We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.
As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.
UnderwriteMe Values
UnderwriteMe has transformed the life insurance industry through technology by bringing Insurers, Intermediaries and Customers closer together in the marketplace. We recognised the need to change the life insurance application journey from a clunky, inefficient experience to one that makes the buying process easier and faster for customers and advisers alike. Founded in 2012, our journey started with the Underwriting Engine and Protection Platform in the UK and we have now grown to become a leading InsurTech provider across Europe, Asia, Australia, United States and Canada. With an expanding portfolio, our mission is to provide technology solutions that enable our partners to transform and disrupt the life insurance industry.
Offices: Saint Katharine's Way, Tower Bridge House, London, London EW1 1AT, GB · 182 Cecil Street, #07-01/02 Frasers Tower, Singapore, Singapore 069547, SG · 50 Bridge Street, Sydney, , NSW 2000, AU · 800 Boylston Street, Boston, MA MA 02199, US
There are currently 2,331 open customer service & support positions in London, United Kingdom listed on Clera. New openings are added daily as companies post roles.
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