Overview:  

The role provides technical support to a proprietary CRM in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary SaaS applications. The Manager, Global Application Support should be experienced working with development, product, and client services teams, providing support to end-users in a work from anywhere model covering a global workforce.  

We’re looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Manager will direct a small team globally and will help double it over the next few years. The Manager will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.  

This is a hybrid position out of our New York City headquarters.  

What You’ll Do:  

Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)   Monitor support tickets and ensure timely resolution of customer issues   Coordinate and collaborate with global engineering and product teams for timely release of support defects.   Work with SRE engineers to coordinate knowledge sharing, dashboards, and incident management  Support agents and engineers with coaching, mentoring, and performance feedback   Handle escalated customer issues and ensure satisfactory resolution   Conduct regular team meetings and training sessions   Identify areas for process improvement and implement best practices   Serve as a liaison between the support team and other departments (e.g., development, product management)   Analyze support data to identify trends, patterns, and areas for improvement   Generate and distribute regular reports on support performance metrics   Provide insights and recommendations to enhance support operations and customer satisfaction   Collaborate with the support team lead and manager to implement data-driven improvements   Monitor and report on SLA compliance and support efficiency   Conduct root cause analysis of recurring issues and suggest preventive measures  

What You Have:  

12+ years of work experience showing progressive growth in the field   5+ years of management experience  Knowledgeable with web application SaaS platforms and architecture   Knowledgeable with SQL, possibly other database operations   Experience with features such as voice conferencing, emailing, etc.   Product knowledge, programming logic   Setting operational standards and procedures   Experience in web stack operations, VOIP, SMTP, etc. a plus   Certifications including ITIL, CompTIA A+, etc.   Presentable, excellent communication skills, high energy   Hands-on experience with application support in a global, enterprise environment   Tech writing and documentation   Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action   Ability to work independently and as part of a team   Present monthly reports / metrics to managers and stakeholders 

What We Offer:  

The annual base salary range for this position is $150,000 to $170,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance. 

You will also be eligible for the following benefits: 

15 PTO days, 10 legal holidays, and sick days  Comprehensive medical, dental, and vision plans  Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off and parental leave plans  Commuter benefits and a corporate gym rate  Development opportunities through the LinkedIn Learning platform  Free snacks and beverages in the office  Friday happy hour and “Summer Fridays”  Year-round corporate athletic league  Casual work environment, team building, and other social events 

About Guidepoint:  

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.  

Backed by a network of nearly 1.5 million experts and Guidepoint’s 1,300 employees worldwide, we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.  

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience. 

#LI-DH1, #LI-Hybrid

 

Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for an annual discretionary bonus based on performance.

Compensation$150,000—$170,000 USD