Application Support Manager

at  GoodLeap

About GoodLeap:
GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
Position Summary
The Application Support Manager is responsible for leading and managing a talented Application Support team. Application Support is responsible for ensuring the resolution of application and system issues for internal and external users of our proprietary software platform. This role has a customer-first mentality and strives to ensure the team provides the best service in the fastest and most efficient manner.

REQUIRED SKILLS, KNOWLEDGE & ABILITIES

• 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)
  In addition to the above salary, this role may be eligible for a bonus.

ESSENTIAL JOB DUTIES & 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.

ADDITIONAL INFORMATION REGARDING JOB DUTIES AND JOB DESCRIPTIONS:

Job duties include additional responsibilities as assigned by one’s supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.