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Senior
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$75k–$105k/yr
Other
bachelor degree
Medical Coverage, Dental Coverage, Vision Coverage, Holiday Time, Vacation Time, Health & Wellness Days
Posted 63d ago
Apply by Jun 5
~40 hrs/week
Remote in Chicago, Illinois, United States, Dallas, Texas, United States, Atlanta, Georgia, United States
Responsibilities
Lead the customer support team by executing strategy, setting quality standards, and managing day-to-day operations. Oversee escalated support cases and partner with Development to ensure effective resolution and process improvement.
Requirements
Requires 5+ years of experience leading contact center escalation or customer support teams with strong data analysis and leadership skills. A bachelor's degree or equivalent work experience in support leadership is preferred.
Full job description
Job Description
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 seeking a Manager to join our Customer Support team in a remote role. Candidates based in the Chicago, Dallas, or Atlanta areas are preferred. In this role, you’ll lead team performance by executing strategy, setting productivity and quality standards, and guiding day-to-day operations. You’ll oversee escalated support cases with a strong sense of urgency, partner closely with Development to ensure effective resolution, and identify trends to help drive smarter prioritization. Along the way, you’ll coach and empower your team, keeping everyone aligned to our goals, values, and commitment to delivering exceptional customer outcomes.
What You’ll Do
Own escalation KPIs, ticket prioritization, and end‑to‑end escalation management with Development
Drive operational excellence through standardized processes, performance tracking, and continuous improvement
Partner cross‑functionally (Support, Development, Cloud, SysOps) to address priorities, risks, and blockers
Lead and influence process improvements, identifying trends, friction points, and proactive solutions
Manage, coach, and grow leaders and team members, ensuring performance consistency and strong culture
Improve customer outcomes by overseeing escalations, readiness, and responding to CSAT/QA trends
We’re Excited to Learn More About You
Your experience may include:
5+ years leading contact center escalation or customer support teams
Proven ability to motivate teams and drive performance
Strong data analysis skills to inform decisions
Experience leading change (policies, processes, cross-team collaboration)
Deep product knowledge and strong customer/team communication skills
Jira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding preferred
Bachelor’s degree or equivalent work experience in the areas of Contact Center or Customer Support leadership
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:
Our targeted starting base salary in the United States for this position ranges from $75,000 - $105,000 USD. 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. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
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.
For more than 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing cloud software leader that is revolutionizing the way insurance agencies and brokers succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together, we are driving the industry fearlessly forward.
Offices: 320 N Sangamon St, #750, Chicago, Illinois 60607, US · 233 S 13th St, Offices 1150, 1151, 1156-1159, Lincoln, Nebraska 68508, US · 1115 Howell Mill Rd NW, Suite 420, Atlanta, Georgia 30318, US · 600 Unicorn Park Dr, Woburn, Massachusetts 01801, US · 161 Bay St, Suite 4130, Toronto, Ontario M5J 2S1, CA
How much do Management & Leadership jobs in Atlanta, GA pay?
Based on 2584 listings with disclosed salaries, most management & leadership jobs in Atlanta, GA pay between $40k–$193k per year. Individual offers vary with seniority, company size, and specialization.
How many Management & Leadership jobs are open in Atlanta, GA right now?
There are currently 6,364 open management & leadership positions in Atlanta, GA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Atlanta, GA?
Companies currently hiring include Truist, Emory Healthcare, The Home Depot, Emory University Department of Economics, Google, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Atlanta, GA?
Yes — 2144 of the 6364 open management & leadership positions offer remote or hybrid work (583 remote, 1561 hybrid).
How do I apply for Management & Leadership jobs in Atlanta, GA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.