customer support
Posted Jun 8Director, Application Support
at MANTL
United StatesRemote
Responsibilities
- Own department‑level KPIs for Application Support (e.g., FRT, backlog age, SEV MTTR, CSAT/CES) and run regular business reviews to track performance and drive decisions. 2.
- Drive consistent people leadership practices (1:1s, team meetings, performance management, recognition, succession planning) across all Application Support teams.
- Govern ticket quality and communication standards within Application Support, ensuring consistent client‑ready updates and documentation across teams, in alignment with Support Excellence frameworks.
- Oversee on‑call and incident coverage models for Application Support, ensuring sustainable rotations and clear ownership for after‑hours support. 4.
- Ensure Application Support managers and teams follow a disciplined SEV process , including timely engagement, clear roles, and executive‑ready status updates, in alignment with global incident governance.
- Drive post‑incident reviews across Application Support, ensuring learnings translate into durable changes in process, tooling, or product.
- Influence roadmaps, defect prioritization, and release readiness based on Application Support data and client impact, providing domain‑level input into the governance led by Support Excellence.
Requirements
- experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.
- Experience 10+ years in B2B application/technical support for complex, distributed SaaS applications 5+ years directly leading managers or multi‑team operations in a high‑volume support or technical operations environment Education Bachelor’s degree in Computer Science, Information Technology, Engineering, Business , or related field; or equivalent practical
- experience Master’s degree or advanced leadership/technical certifications preferred Knowledge, Skills, &
- Qualifications Required Proven success leading leaders in a technical support or operations environment, ideally across distributed/remote teams.
- Deep understanding of B2B application support for n‑tier, API‑driven, or cloud architectures (e.g., C#, SQL Server, IIS, web services/APIs).
- Demonstrated ability to run an operation from metrics : building dashboards, interpreting trends, and using data to make staffing and prioritization decisions. Strong
- experience with incident management and crisis leadership , including executive‑level communication.
- Experience with ServiceNow (or similar ITSM/Ticketing platforms) and Jira/Confluence or equivalent tools, specifically in the context of running Application Support.
- Ability to navigate ambiguity, balance short‑term fire‑fighting with long‑term improvements , and lead teams through change. Preferred
- Experience in FinTech, BankTech, or financial services , with familiarity with online banking workflows and partner integrations.
- Knowledge of ITIL or similar service management frameworks; relevant certifications a plus.
- Background in workforce planning, forecasting, and performance management for support organizations.
- Experience leading large‑scale process/tooling transformations (e.g., migration to ServiceNow or similar platforms) from an Application Support execution standpoint.
- Candidates must be eligible to work in the US for full-time employment.
Benefits
- Strategic & Operational Leadership Execute and operationalize the vision, strategy, and operating model for Application Support as defined by the Sr Director, Support Excellence , translating them into concrete goals, priorities, and expectations for managers and their teams.
- The salary range for this position is: $156,000 - $195,000 Cool Things to Know Not Just Any Company : Alkami has an awesome diverse and inclusive environment.
- We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.
- Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.
Additional details
- Alkami is the digital sales and service platform provider for U.S. banks and credit unions.
- Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships.
- As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.
- Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others).
- We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to
- As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.
- Follow us on Glassdoor and LinkedIn ! The Director, Application Support provides strategic and operational leadership over Alkami’s Application Support function, managing a team of front‑line Application Support Managers and their respective engineer teams.
- This role is accountable for overall service performance, client experience, and operational maturity within Application Support, with a focus on: - Delivering consistent, high‑quality support for Alkami’s digital banking solutions at scale - Aligning Application Support operations and use of tooling (ServiceNow/Alkami Support Hub) with the Support Excellence strategy and business/client outcomes - Partnering with Product, Engineering, Client Care, and other stakeholders to reduce incident volume, improve
- Translate strategy into clear annual/quarterly priorities, metrics, and execution plans for Application Support managers and their teams.
- People Leadership & Manager Coaching Lead, develop, and mentor front‑line Application Support Managers , building a strong bench of people leaders.