SVP, Customer Support

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable; we're creating a place where amazing career moments are made possible.
Position Overview
Applied Systems is on a mission to build an industry-leading technology platform in the agency space. As the Senior Vice President of Customer Support, you will shape the future of how tens of thousands of insurance professionals experience Applied Systems. This role goes far beyond running a support organization, you will architect a global, technology powered customer engine that elevates service quality, accelerates product adoption, and strengthens our position as the industry's leading insurance software platform. You'll lead at scale, influence cross-functional strategy, and empower a worldwide team to deliver frictionless, proactive, and deeply knowledgeable support in one of the most complex, high stakes industries. In this role, you'll lead a global team through our next phase of scale, bridging the gap between deep insurance domain expertise and high-velocity software support.
What You'll Do

• Define and execute the global support strategy, transitioning from reactive troubleshooting to proactive customer solutioning.
• Own the tech stack (Salesforce, AI-automated workflows, X stack) to ensure 24/7 coverage and meet aggressive SLAs/KPIs.
• Ensure the support team navigates the nuances of the insurance industry (claims, underwriting, compliance) with authority and empathy.
• Serve as the primary liaison between Technical Support and the Cloud Infrastructure, Product Development, and Engineering teams to resolve complex systemic issues.
• Lead the response for high-priority incidents and critical customer escalations, maintaining composure and clear communication during high-pressure performance challenges.
• Synthesize support ticket data, escalation trends, and customer feedback into actionable insights for Product and Dev teams to influence the roadmap and prioritize infrastructure improvements.
• Scale, mentor, and lead a diverse team of support managers and technical specialists across multiple time zones.
• Implement AI-driven support solutions to handle Tier 1 inquiries while maintaining a "white-glove" feel for high-value enterprise accounts.
• Establish executive-level dashboards and reporting rhythms to communicate support performance, customer health, and emerging risks.
• Partner closely with Customer Success, Sales, and Professional Services to ensure a unified, end-to-end customer lifecycle experience.
• Drive a culture of operational excellence through standardized processes, certification programs, and continuous training across all support tiers.
• Champion customer advocacy by bringing the voice of the customer into strategic planning, roadmap discussions, and cross-functional initiatives.
• Lead crisis management and major incident response efforts, ensuring rapid mobilization and structured postmortem processes that drive organizational learning.
• Influence pricing and packaging strategies by providing insights into support costs, customer usage patterns, and industry benchmarks.
• Introduce and refine self-service options (knowledge bases, community forums, in-app guidance) to increase customer autonomy and reduce inbound volume.

We're Excited to Learn More about You
Your experience may include:

• Bachelor's degree required or equivalent combination of education and experience.
• You have 10/12+ years of experience in Customer Support/Success, with at least 5 years in an executive leadership role at a high-growth SaaS company.
• You understand the stakes. You know that a 10-minute downtime for an insurance broker isn't just a glitch, it's a compliance risk.
• You live in the metrics. CSAT, NPS, NRR, and First Response Time are your North Stars, but you know how to tell the story behind the numbers.

You may have other skills or credentials, including:

• Possess a deep understanding of SaaS architecture and can speak the same language as Cloud Engineers and Developers.
• Proven ability to navigate ambiguity and lead teams through incidents where variables are outside of your immediate control.
• A builder mindset with a focus on "mature culture" - you prefer building scalable, repeatable systems over manual, ad-hoc fixes.
• Experience operating in high-stakes environments where customer expectations for uptime and performance are uncompromising.
• Demonstrated success in leading and influencing a matrixed organization.
• Demonstrated success in operating within a high-paced and evolving B2B SaaS organization.
• Strategically focused leader, with demonstrated experience defining and implementing programs to drive customer satisfaction, growth and retention.
• Ability to convert ideas into focused execution plans.
• Track record building strong customer relationships and customer-centric approach
• Strong organizational and execution skills - role will require building on structure, setting up key metrics, etc.
• Experience in managing global teams.

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together , collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• Medical, Dental, and Vision Coverage

• Holiday and Vacation Time

• Health & Wellness Days

• A Bonus Day for Your Birthday

Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
AI Utilization
We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain , and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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