Application Support Manager

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

We are dedicated to providing exceptional support for our industry-leading Human Resource & Talent Management software. As an Application Support Manager, you will lead a team of Application Support Specialists, ensuring that customer issues are resolved efficiently while continuously improving our support operations. This role is a combination of strategic leadership, technical problem-solving, and customer advocacy, all focused on delivering an outstanding customer experience. You will collaborate with internal teams, optimize support processes, and foster a high-performance culture that prioritizes customer success.

• Lead and Inspire the Support Team: Motivate and coach team members to achieve high performance, fostering a customer-first mindset that ensures every interaction exceeds client expectations. Provide regular feedback and opportunities for personal and professional growth.
• Customer-Centric Issue Resolution: Ensure swift and efficient resolution of customer issues, demonstrating a strong focus on empathy, clear communication, and collaborative problem-solving. Use your leadership to make informed decisions that prioritize the customer’s needs and deliver effective solutions.
• Optimize Customer Service Operations: Oversee the ticketing and support workflow, ensuring timely issue resolution and the continuous improvement of response times, first-time resolutions, and overall customer satisfaction. Utilize KPIs to drive process improvements and ensure a seamless customer experience.
• Client Interaction & Relationship Building: Act as a trusted advisor by directly engaging with customers, managing escalated issues, and leading status meetings. Your approach will ensure customers feel valued, heard, and supported at every stage of their journey.
• Customer Feedback Management: You will lead the collection, analysis, and actioning of customer feedback from various channels, including email, user forums, ticketing systems, and conference calls. Your insights will shape the future of our service offerings and help prioritize enhancements that matter most to customers.
• Innovate for Customer Success: Leverage industry best practices and new technologies to continuously improve the customer support experience. Look for innovative ways to proactively meet customer needs and deliver “Customer Delight” moments, through channels like chat, self-service tools, and personalized communication strategies.
• Foster a Customer-Centric Culture: Work closely with internal teams to ensure the customer's voice is represented in decision-making processes. Inspire your team to consistently deliver an exceptional, consistent, and personalized experience for each customer.
• Collaborate Across Teams: Partner with engineering, product management, and other departments to identify product-related issues and opportunities for improvement. Advocate for the customer’s perspective to ensure product developments align with their needs.

Qualifications & Skills:

• Leadership Experience: Proven ability to lead and inspire teams in customer support, account management, or technical fields, focusing on achieving customer satisfaction and operational excellence.
• Customer-Focused Mindset: A deep passion for customer success and delivering tangible, long-term value to clients. Your enthusiasm for delivering exceptional experiences is matched by your ability to identify and resolve customer pain points.
• Strong Communication & Mediation Skills: Excellent verbal and written communication skills, with the ability to engage customers, resolve conflicts, and ensure clear and empathetic interactions that foster trust and loyalty.
• Problem-Solving & Analytical Thinking: A creative, result-oriented approach to solving customer issues, with the ability to think critically and act quickly to resolve escalations while balancing customer satisfaction with efficiency.
• Technical Acumen: Ability to understand and communicate technical concepts with both technical and non-technical stakeholders, ensuring precise alignment and problem resolution.
• Innovative & Results-Driven: Familiarity with LEAN methods to improve issue resolution time and drive continuous process improvements, ensuring that each customer interaction is as efficient and impactful as possible.
• Hands-On Leadership: Ability to manage both strategic and day-to-day tasks, ensuring the team delivers on business objectives while creating a supportive, customer-centric environment.
• Dependable & Professional: Highly dependable with a strong work ethic and a commitment to maintaining a high level of professionalism in all interactions, both internally and with customers.
• CRM & Case Management Leadership: Proven experience utilizing case management tools like Salesforce, Jira, or Zendesk to oversee and track customer interactions. Ability to leverage CRM insights to drive team efficiency, monitor case progress, and ensure timely, high-quality resolutions while identifying opportunities for process improvement.

Education:

Bachelor in Computer Science/Engineering, Business, or relevant experience required.

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com