Application Support Manager

Responsibilities

• Lead, mentor, and empower a high-performing SaaS support team
• Coach team members and support their growth and continuous development
• Implement AI agents and Large Language Models to automate routine tasks and optimize workflows
• Partner with Engineering, Product, and Sales to advocate for customer experience and drive product enhancements
• Oversee daily queue operations and monitor key metrics
• Manage complex customer escalations to ensure exceptional service delivery
• Analyze support trends and case drivers
• Optimize processes and establish best-in-class service standards

• 5+ years of experience in customer application support within a SaaS product environment
• 3+ years of experience in a team leadership or managerial role
• Exceptional communication, interpersonal, and problem-solving skills
• Ability to maintain focus, lead empathetically, and adapt quickly in a fast-paced environment
• Background or familiarity with accounting workflows and concepts
• Hands-on experience implementing AI tools or LLMs in customer support workflows
• Mindset of continuous improvement and evidence of implementing new workflows
• Ability to work on-site in Westminster, CO or Lake Oswego, OR
• Travel requirement of 1–2 weeks per year

Demonstrates expertise in leading and mentoring high-performing SaaS support teams while implementing AI tools and Large Language Models to enhance customer support workflows. Proven ability to analyze support trends and optimize processes for exceptional service delivery.

• SaaS Customer Application Support
• Team Leadership
• AI Tools Implementation
• Customer Experience Advocacy
• Process Optimization

• Customer Application Support
• AI Tools
• Large Language Models
• Support Trend Analysis
• Workflow Optimization

• Exceptional Communication
• Interpersonal Skills
• Problem-Solving
• Empathetic Leadership
• Adaptability

• SaaS Environment
• Accounting Workflows
• Service Standards
• Customer Escalations
• Continuous Improvement