Manager, Application Support - 26384

Role overview

Core responsibilities

• Lead, coach, mentor, and develop a global support team, including performance and career development.
• Monitor service levels, customer satisfaction, quality, and productivity metrics; analyze support trends and business data.
• Partner with Product, Engineering, and business stakeholders to improve customer outcomes, processes, and product capabilities.
• Serve as an escalation point for complex issues and support high-priority customer cases as needed.
• Develop support processes, documentation, and best practices; participate in strategic planning, budgeting, and forecasting.
• Represent Support in cross-functional meetings, communicate team updates, and ensure compliance with policies, security standards, and data privacy requirements.

Role competencies

• The role calls for leadership, coaching, talent development, customer focus, and service excellence.
• Analytical thinking, problem-solving, judgment, strategic planning, operational execution, and continuous improvement are important.
• Strong communication, stakeholder management, technical aptitude, troubleshooting, adaptability, and resilience are sought.

Competitive profile

• At least 5 years of customer support leadership experience, preferably in software or SaaS.
• Strong analytical skills and proficiency with Microsoft Office, particularly Excel.
• Salesforce, JIRA, or similar CRM and ticketing-platform experience is preferred.
• Energy or oil and gas software support experience is a plus.
• A bachelor's degree is preferred.

Day-to-day work

• Conduct one-on-one coaching, performance discussions, and team development activities.
• Review case queues, workloads, escalations, and customer issues to support timely resolution.
• Monitor team performance, quality standards, and customer satisfaction; collaborate with customers and internal partners.
• Support hiring, onboarding, workforce planning, and performance management; prepare the team for product updates.
• Lead or participate in process improvement initiatives and special projects.

Physical demands and travel

• Work involves computer-based tasks in an office environment, extended sitting, and standard office equipment.
• Regular and predictable attendance is required; travel 1 or 2 times annually for team meetings, training, and planning.