Remote Defect Management Jobs in Illinois (NOW HIRING)

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 

We're seeking a Manager to join our Customer Support team in a remote role. Candidates based in the Chicago, Dallas, or Atlanta areas are preferred. In this role, you'll lead team performance by executing strategy, setting productivity and quality standards, and guiding day-to-day operations. You'll oversee escalated support cases with a strong sense of urgency, partner closely with Development to ensure effective resolution, and identify trends to help drive smarter prioritization. Along the way, you'll coach and empower your team, keeping everyone aligned to our goals, values, and commitment to delivering exceptional customer outcomes.

 

What You'll Do

• Own escalation KPIs, ticket prioritization, and endtoend escalation management with Development
• Drive operational excellence through standardized processes, performance tracking, and continuous improvement
• Partner crossfunctionally (Support, Development, Cloud, SysOps) to address priorities, risks, and blockers
• Lead and influence process improvements, identifying trends, friction points, and proactive solutions
• Manage, coach, and grow leaders and team members, ensuring performance consistency and strong culture
• Improve customer outcomes by overseeing escalations, readiness, and responding to CSAT/QA trends

  

We're Excited to Learn More About You 

Your experience may include:

• 5+ years leading contact center escalation or customer support teams
• Proven ability to motivate teams and drive performance
• Strong data analysis skills to inform decisions
• Experience leading change (policies, processes, cross-team collaboration)
• Deep product knowledge and strong customer/team communication skills
• Jira, Confluence, Salesforce Service Cloud + defect triage; basic software development understanding preferred
• Bachelor's degree or equivalent work experience in the areas of Contact Center or Customer Support leadership

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/  

Our targeted starting base salary in the United States for this position ranges from $75,000 - $105,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission. 

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. 

#LI-Remote #LI-US 

Employment Type: OTHER