Customer Support Manager

About AbsenceSoft

AbsenceSoft is dedicated to revolutionizing the employee experience through secure and user-friendly technology that simplifies complex workplace situations. Created by HR experts for HR teams, the company values its past achievements and eagerly anticipates future growth.

Role Overview

The Customer Support Manager will oversee a Tier 2 support team, ensuring exceptional service and efficient resolution delivery. Responsibilities include daily leadership, operational management, incident command, customer advocacy, and continuous support process improvements. The goal is to maintain high team efficiency, meet performance standards, and provide a customer experience aligned with company values.

Key Responsibilities

• Guide, mentor, and develop Customer Support Specialists to meet defined quality and performance goals.
• Oversee daily support operations such as case distribution, priority setting, escalation handling, and queue supervision for timely issue resolution.
• Act as Incident Manager for critical customer issues, coordinating all phases from initial triage through resolution while managing communication internally and externally.
• Conduct post-incident evaluations, prepare root cause analyses, and work with Engineering and Product teams to monitor corrective measures until completed.
• Collaborate with Product, Engineering, and Customer Success teams to resolve escalations and enhance support workflows.
• Maintain and refine incident response procedures and the internal knowledge base, preparing the team for efficient incident handling.
• Analyze and report on support metrics to track performance and spot improvement opportunities.
• Promote a culture of responsibility, teamwork, and customer-first service among the team.
• Participate in the recruitment, onboarding, and training of new support staff.
• Support compliance initiatives by upholding company controls and security standards within the team’s scope.

Qualifications

• Bachelor's degree in Business, Communications, or a related discipline, or comparable experience.
• More than 5 years’ experience in customer support or client-facing roles, including at least 2 years in a leadership capacity.
• Proven leadership skills with the ability to coach and cultivate team talent.
• Excellent problem-solving, communication, and conflict resolution capabilities, complemented by effective cross-functional collaboration.
• Experienced in managing customer-facing incident responses, including crafting external communications and facilitating cross-team coordination.
• Familiar with support ticketing and CRM systems such as Zendesk and Salesforce Service Cloud.
• Strong customer focus, empathy, and a meticulous, hands-on approach to problem resolution.
• Exceptional organizational skills and the capacity to juggle multiple priorities in a dynamic environment.
• Experience leading support teams within SaaS or tech sectors is advantageous.
• Knowledge of HR tech, leave management, or compliance-centric software is beneficial.
• Understanding of workforce management and scheduling best practices is a plus.
• Familiarity with incident management frameworks like ITIL or structured escalation models is preferred.

Why Join AbsenceSoft

• Work with significant impact, shaping the future of workplace solutions.
• Enjoy a remote-first culture offering flexibility and autonomy to perform at your best.
• Access extensive learning opportunities, leadership development, and pathways to grow professionally.
• Receive competitive compensation with performance bonuses and equity options.
• Benefit from flexible time off, paid holidays, and leave programs supporting work-life balance.
• Become part of an inclusive environment where diverse voices drive superior solutions.

Additional Information

AbsenceSoft is devoted to creating a diverse workforce reflective of its customers. Candidates who might not meet every qualification but feel aligned with the role are encouraged to apply.

Compensation is based on experience, skills, education, and location, including eligibility for annual bonuses. The salary range for U.S.-based roles is $86,800 to $108,500 annually.