Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry's largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience - from proposal to commission- so they can help better secure the financial futures of their clients.

At iPipeline, you'll play a major role in helping us to provide best-in-class, transformative solutions. We're passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We're proud that we've been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we've built for our nearly 900 employees around the word is exceptional - and we've created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry's largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows - from quote to commission - with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Responsibilities

The Manager of Tier 2 Support will lead the daily operations of the Tier 2 support team, ensuring the delivery of exceptional technical support to end-users. This role involves managing a team of support agents, developing and optimizing support processes, and maintaining high levels of customer satisfaction. The Manager will collaborate closely with cross-functional teams (e.g., Tier 1, IT, Professional Services, and Development) to handle complex issues and drive continuous improvement.

Team Leadership & Supervision:
• Lead, motivate, and develop a team of Tier 2 support agents, ensuring they deliver exceptional customer service.
• Provide coaching, mentorship, and ongoing training to optimize team performance and professional growth.
• Conduct regular performance reviews, set individual goals, and foster a collaborative, positive team environment.

Customer Support:
• Oversee the resolution of customer inquiries, troubleshooting complex technical issues via phone, email, chat, or other channels.
• Ensure timely tracking, prioritization, and resolution of customer issues.
• Monitor ticket queues, addressing high-priority cases promptly and ensuring high service levels.

Process Improvement:
• Design, implement, and continuously refine support processes and workflows for efficiency.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides for common Tier 2 issues.
• Regularly review support procedures to enhance efficiency and improve the overall customer experience.

Reporting & Metrics:
• Monitor and report on team performance using key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
• Analyze trends and provide insights to identify areas for improvement.
• Collaborate with other departments (e.g., Product, IT) to address recurring issues and implement long-term solutions.

Escalation Management:
• Serve as the first point of contact for escalated issues from Tier 2 agents.
• Coordinate with Professional Services or other internal teams to ensure smooth escalation resolution.
• Follow up on escalated cases to ensure timely and effective resolution.

Customer Satisfaction:
• Ensure high levels of customer satisfaction by providing timely, professional, and empathetic support.
• Address customer complaints and concerns with a solution-oriented approach, maintaining a high standard of professionalism.

Qualifications

Education:
• Bachelor's degree in Business, Information Technology, or a related field, or equivalent work experience.

Experience:
• At least 10 years of customer support experience, with a minimum of 3+ years in a leadership or management role.
• Proven experience managing Tier 2 support agents or similar roles in a customer-facing environment.
• Hands-on experience with support ticketing systems (e.g., Salesforce, Jira, ServiceNow).
• Strong knowledge of IT support principles and troubleshooting.

Skills:
• Exceptional communication and interpersonal skills.
• Strong problem-solving capabilities, with the ability to manage complex technical situations effectively.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Familiarity with ITIL or other IT service management frameworks is a plus.
• Proficiency in Microsoft technologies and other third-party technical solutions, including OS/DB/SQL, networking, and security.
• Experience writing complex scripts for troubleshooting is advantageous.

Desirable Qualifications:
• Experience in a technical or SaaS support environment.
• Familiarity with CRM or help desk software platforms.
• IT certifications (e.g., CompTIA A+, ITIL) are a plus.

iPipeline

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Manager, Tier 2 Support