Application Support Manager Jobs

Position Summary

The Application Support Manager is responsible for leading and managing a talented Application Support team. Application Support is responsible for ensuring the resolution of application and system issues for internal and external users of our proprietary software platform. This role has a customer-first mentality and strives to ensure the team provides the best service in the fastest and most efficient manner.

About GOODLEAP

We provide friendly financing options for those who dream of living a more sustainable lifestyle and want to save money using modern technology. Our collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and deliver a tech-enabled financing experience that is simple, fast, and frictionless.

We are creating a financial ecosystem that connects billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy-efficient homes. By unlocking access to numerous products that help people achieve better sustainability, we are revolutionizing the home improvement industry and protecting our only planet.

As part of our world-positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar-based solutions to power life’s basic needs for people in developing regions of the world.

If you have an unstoppable desire to make a meaningful impact on our planet and help mission-driven businesses and consumers achieve a more sustainable future, join us.

Learn more about our perks and culture!

• Comprehensive benefits package
• Competitive pay

Essential Job Duties and Responsibilities

Lead Application Support team members with an emphasis on development and growth. Objectively measure team performance and provide guidance to improve and ensure high levels of client service. Focus on informing the prioritization and tracking the resolution of known issues. Use metric-driven projections to manage the staffing model of the team.

Work to eliminate obstacles and roadblocks to ensure your team can focus on execution. Proactively search for ways to improve and optimize our support tools and processes and reduce our SLA response time.

Work to understand customer pain points and monitor trends and patterns. Advocate better customer experience and support process by partnering with the Product Management team to prioritize scalable system solutions. Maintain relationships with Business Development, Customer First Advocate, and Partner Relations teams to facilitate efficient handling of requests and seamless hand-off.

Regularly provide updates to senior leaders, stakeholders, partners, etc. Effectively tailor communications to the appropriate audience to ensure broad alignment, awareness, and advocacy of the product. Manage stakeholder relationships, reviewing performance and issues lists to help drive faster response times and higher quality.

Required Skills, Knowledge, and Abilities

• At least 3-5 years managing proprietary software support teams

• Technical background with a keen understanding of broader business needs and strategy

• Proven ability to collaborate across all departments

• Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation

• Strong presentation and technical writing skills to effectively communicate with other teams

• Ability to juggle multiple projects and prioritize work accordingly

• Experience with Agile/Scrum methodology

• Technology exposure to AWS Services like CloudWatch, DynamoDB, Elastic search, Cognito, S3, IAM, etc.

• Extraordinary customer service and relationship management experience

• Critical thinking skills

• Bachelor’s Degree or equivalent experience

• Experience with Loans or FinTech (preferred)

Compensation: $120-145k base

Additional Information Regarding Job Duties and s

Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job positions or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!

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