What are the responsibilities and job description for the Application Support Manager position at Azara Healthcare?
Manager, Application Support
Azara Healthcare is a leader in the community healthcare data analytics industry, is adding to their Support Team. Azara is looking for an Application Support Specialist to be part of a team responsible for the day-to-day application support of existing customers of the DRVS Analytical and Reporting solution.
You will be responsible for leading a high-volume, multi-channel Application Support team that supports customers through the support portal, email, phone, and live chat. This role is a people manager first and foremost, with responsibility for coaching, performance management, escalated customer situations, support operations, and continuous process improvement. The Manager, Application Support will help ensure the team delivers timely, high-quality support while creating an environment where team members can grow their skills, strengthen customer relationships, and succeed in a fast-paced setting. Azara Healthcare has an exciting fast-paced, collaborative environment and we are looking for the right person with the drive to grow with us.
Role and Responsibilities:
- Lead, coach, and develop a team of Application Support Specialists and Senior Application Support Specialists (up to a team of 7) responsible for supporting customers in a high-volume, multi-channel environment.
- Provide day-to-day people leadership including onboarding, regular one-on-ones, coaching, performance reviews, corrective action, and career development.
- Monitor team performance against service expectations, including SLA/response times, backlog management, queue health, and productivity, and use data to identify trends, prioritize coaching, and improve team performance.
- Deliver behavioral-based coaching that helps team members strengthen customer communication, problem solving, accountability, and technical support skills.
- Oversee day-to-day support operations, including workload balancing, prioritization, and ensuring customer issues are progressing through the appropriate support channels and resources.
- Identify process gaps and proactively improve workflows, SOPs, and internal support practices to increase efficiency, consistency, and ticket deflection.
- Facilitate escalated customer situations by serving as the primary coordinator on escalation calls, bringing together the right internal stakeholders and driving communication and follow-through toward resolution.
- Partner closely with Client Success, Sales, Product, Support Program Mgmt., and Technical Support/Tier 2 to address customer issues, align on priorities, and communicate trends and opportunities for improvement.
- Support strong documentation practices and visibility into support activity through Jira and related systems.
- Help improve customer education, internal knowledge sharing, and self-service resources to enhance the customer experience and reduce avoidable support volume.
- Participate in hiring and selection activities in partnership with Support leadership.
- Foster a culture of ownership, collaboration, continuous improvement, and high-quality customer support across the team.
Qualifications and Education Requirements:
- Candidate should have a bachelor’s degree and be proficient and comfortable working in a technical environment.
- 5 years of experience leading a high-volume customer support team in a software support environment.
- Experience in healthcare, EHRs, or healthcare technology.
- Demonstrated experience managing and coaching individual contributors in a fast-paced support organization, including onboarding, performance management, and development.
- Strong escalation management, communication, and cross-functional collaboration skills, with the ability to lead customer-facing conversations with professionalism, urgency, and sound judgment.
- Strong process management and operational thinking, with the ability to use metrics and reporting to identify trends, improve workflows, and drive day-to-day service improvements.
- Candidate must be analytical, organized, proactive, and detail oriented, with the ability to manage multiple tasks and assignments simultaneously in a high-volume environment.
- Hybrid work arrangement with an expectation of being in the office at least one day per week.
Preferred Qualifications:
- Experience in a SaaS support environment.
- Experience with Jira is a plus.