Application Support Manager (Insurtech)

TL;DR

Application Support Manager (Insurtech): Leading a global application support team for Protection and Decision Platforms with an accent on ticket management, SLA delivery, and incident resolution. Focus on optimizing the support operating system using AI and service management tools to improve CSAT and operational efficiency.

Location: London, UK

Company

An Insurtech software business and subsidiary of Pacific Life Re, focused on transforming underwriting processes through data and disruptive technology.

What you will do

• Lead and coach a global application support team with members in the UK, Singapore, and Australia.
• Oversee ticket management, prioritization, incident resolution, and SLA delivery.
• Drive improvements in key performance metrics, specifically CSAT and first-time resolution rates.
• Collaborate with Product, Customer Success, and Engineering teams to streamline operations and enhance customer experience.
• Own the incident process, including the creation of definitions and alerting catalogs in Incident.IO.
• Define and execute the support strategy and determine necessary investments in the Support Model.

Requirements

• 5+ years of experience leading, coaching, and managing global support teams.
• Deep expertise in configuring and optimizing Jira Service Management (preferred), HubSpot, Zendesk, or ServiceNow.
• Proven ability to build dashboards, insights, and reports from support data.
• Experience implementing and managing formal incident processes.
• Strong operational mindset focused on delivering results in an SLA-driven environment.
• Exceptional leadership and stakeholder management skills.

Nice to have

• Experience in B2B SaaS application support.
• Expertise in configuring chatbots or AI-assistive tools.
• Technical proficiency in SQL, Python, or other scripting languages.

Culture & Benefits

• Vacation: 25 days of annual leave with options to buy or sell additional days.
• Health: Comprehensive private insurance for employees and dependents, plus group life and income protection.
• Retirement: 15% combined employee/employer contributions.
• Wellness: Subsidized gym membership and access to an Employee Assistance Program.
• Perks: Cycle to Work and Electric Car Salary Sacrifice schemes.
• Community: Time off for volunteering and charitable matching of employee donations.