Full-Time
Application Support Manager
Confirmed live in the last 24 hours
Point-of-sale financing for sustainable home upgrades
Consumer Goods
Mid
Remote in USA
Required Skills
Agile
Communications
AWS
Customer Service
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
- Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation
- Strong presentation and technical writing skills to effectively communicate with other teams
- 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
- Experience with Loans or FinTech (preferred)
Responsibilities
- Lead Application Support team members with an emphasis on development and growth
- Objectively measure team performance and provide guidance to improve and ensure high levels of client service
- Focus on informing the prioritization and tracking the resolution of known issues
- Use metric-driven projections to manage the staffing model of the team
- Work to eliminate obstacles and roadblocks to ensure your team can focus on execution
- Proactively search for ways to improve and optimize our support tools and processes and reduce our SLA response time
- Work to understand customer pain points and monitor trends and patterns
- Advocate better customer experience and support process by partnering with the Product Management team to prioritize scalable system solutions
- Maintain relationships with Business Development, Customer First Advocate, and Partner Relations teams to facilitate efficient handling of requests and seamless hand-off
- Regularly provide updates to senior leaders, stakeholders, partners, etc
- Effectively tailor communications to the appropriate audience to ensure broad alignment, awareness, and advocacy of the product
- Manage stakeholder relationships, reviewing performance and issues lists to help drive faster response times and higher quality
GoodLeap offers a point-of-sale platform for sustainable home upgrades, such as solar panels, smart home devices, modern HVAC systems, and energy-efficient windows, supported by proprietary technology that provides flexible payment options for homeowners. Their technology also supports over 40,000 sales professionals and contributes to GivePower's efforts in providing clean drinking water to those in need.
Company Stage
Private
Total Funding
$1.6B
Headquarters
Roseville, California
Founded
2003
Growth & Insights
Headcount