Associate Manager, Customer Support

• Lead and mentor a team of customer support representatives to deliver effective, efficient, and empathetic customer service in a professional manner.
• Provide operational guidance and coaching to ensure team members communicate clearly and accurately, providing concise internal updates while maintaining simple and customer-friendly explanations externally.
• Leverage AI-driven support tools (such as chatbots, sentiment analysis, automated ticket triage, or AI-assisted response tools) to enhance team productivity, accuracy, and response quality.
• Identify and implement AI use cases within the support function—such as automating repetitive tasks, improving case categorization, optimizing workflows, or enhancing self-service content.
• Oversee resource utilization and ensure the team leverages available tools and knowledge bases to resolve inquiries and perform research.
• Manage staffing and channel coverage (email, chat, and phone) ensuring adequate support availability, real-time responsiveness, and quality outbound communication as needed.
• Review and approve knowledge base articles, ensuring accuracy and quality; contribute to continuous improvement initiatives in support documentation.
• Ensure adherence to departmental processes, SLAs, quality standards, and compliance expectations.
• Oversee diagnosis and resolution of technical and product-related issues, ensuring escalations are handled appropriately and efficiently.
• Support onboarding and training initiatives, including facilitating training sessions, continuous learning programs, and product knowledge development for new and existing team members.
• Monitor and assess performance metrics, providing regular feedback, performance evaluations, and individualized coaching plans.
• Collaborate with cross-functional teams (Product, Engineering, QA, Training, and Operations) to relay customer insights, advocate for customer needs, and participate in product testing and feedback cycles.
• Drive AI-enabled continuous improvement initiatives that enhance workflows, customer experience, and operational efficiency.
• Handle complex or sensitive customer situations requiring advanced knowledge or management-level attention.
• Perform additional responsibilities and strategic projects as assigned by senior management.

Key Performance Outcomes

• Achievement of world-class customer experience standards, as indicated by customer satisfaction scores, quality reviews, and customer feedback.
• Operational success metrics, including SLA compliance, case resolution efficiency, and team productivity.
• Increased operational efficiency through AI-powered tools, reducing manual effort and improving response accuracy.
• Effective management of escalations, resulting in reduced response time and improved resolution success rates.
• Accurate CRM documentation and knowledge base enhancements supporting scalable team performance.
• Improved team capability and product expertise, demonstrated through ongoing development and training participation.
• High team engagement and retention, supported through strong leadership and coaching.
• Alignment with company core values and contribution to team culture.
• Demonstrated ability to support organizational and departmental goals while driving continuous improvements.

• Bachelor’s degree preferred, or equivalent experience.
• 5+ years of customer support or technical support experience, with 1–2 years in a leadership or supervisory role preferred.
• Proven success leading customer support teams in a fast-paced environment.
• Hands-on experience using AI tools or platforms related to support operations (e.g., AI chat assistants, ticket triage automation, knowledge automation tools, or conversational AI).
• Experience working on or contributing to AI-driven process enhancements or support-related AI projects/use cases.
• Strong coaching, mentoring, and performance management experience.
• Advanced problem-solving and analytical skills to diagnose complex customer issues.
• Demonstrated ability to communicate clearly and professionally with both technical and non-technical audiences, including executive-level communication.
• Strong organizational skills with the ability to manage priorities and multiple initiatives simultaneously.
• Experience using CRM and support platforms (such as Zendesk, Salesforce, ServiceNow, or similar).
• A passion for delivering excellent customer experiences and developing high-performing support teams.
• Ability to adapt to evolving processes, technology, AI innovations, and customer needs.

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• https://www1.appliedsystems.com/en-us/about-us/jobs/