Application Support Manager

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
• Bachelor’s 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