Inclusively is partnering with an insurance technology company to hire a Associate Manager, Customer Support. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY

Inclusively is a digital tech platform that empowers job seekers with disabilities, caregivers, and veterans by using Success Enablers–accommodations and personalized workplace modifications that help all job seekers reach their full potential and excel. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD).

Create your profile, select Success Enablers, and connect to jobs from our partnered employers who are committed to creating diverse and inclusive teams. When registering, you must acknowledge that this platform is for people with disabilities, caregivers, and veterans. However, Inclusively does not require candidates to disclose their specific disability to join the platform.

Position Overview

We’re searching for an Associate Manager, Customer Support to join our Customer Support team. In this role, you’ll oversee the day‑to‑day activities of an 10+ person team of Support Technicians, ensuring productivity, quality, and a consistently strong customer experience. You’ll support both customers and team members by addressing technical issues, managing escalations, and helping the team meet performance goals - while partnering closely with teams like Sales, QA, Billing, and Product Management.

To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

What You’ll Do

• Deliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician team
• Raise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targets
• Improve customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvement
• Strengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and support
• Enable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teams
• Build a resilient, high‑performing support organization by recruiting, developing, and retaining talent while growing future support leaders

We’re Excited to Learn More About You

Your experience may include:

• 2+ years of experience leading Customer Support or Contact Center teams, with a proven ability to motivate performance
• 2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalations
• Strong analytical and decision‑making skills, using data to drive improvements and lead change
• Effective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaboration
• Bachelor’s degree or equivalent practical experience in Customer Support or Contact Center leadership

You may have other skills or credentials, including:

• Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues
• Ability to manage multiple priorities under pressure
• Occasional travel flexibility

Location

• Candidate will need to reside in the United States, working arrangement will be remote

Salary Range $60,000 - $80,000 USD Annually