Summary
The Application Support Manager will lead and manage a talented Application Support team at GoodLeap, ensuring the resolution of application and system issues for internal and external users of their proprietary software platform. The role requires at least 3-5 years of experience managing proprietary software support teams, a technical background, strong communication skills, ability to collaborate across departments, and experience with Agile/Scrum methodology.
Requirements
- 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
- Strong presentation and technical writing skills
- 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
- Bachelorβs Degree or equivalent experience
Responsibilities
- Lead Application Support team members with an emphasis on development and growth
- Ensure the resolution of application and system issues for internal and external users
- Focus on informing the prioritization and tracking the resolution of known issues
- Work to eliminate obstacles and roadblocks to ensure team can focus on execution
- Proactively search for ways to improve and optimize support tools and processes
- Understand customer pain points and monitor trends and patterns
- Partner with the Product Management team to prioritize scalable system solutions
- Maintain relationships with Business Development, Customer First Advocate, and Partner Relations teams
- Regularly provide updates to senior leaders, stakeholders, partners, etc
Preferred Qualifications
Experience with Loans or FinTech (preferred)
Benefits
- $120,000 - $145,000 a year
- This role may be eligible for a bonus