AbsenceSoft is transforming the employee experience with secure technology designed for HR professionals. The Customer Support Manager leads a team of support professionals to provide exceptional service and manage incident resolution while driving continuous improvement in support processes.

Responsibilities:

Lead, coach, and develop a team of Customer Support Specialists to achieve performance and quality targets
Manage daily support operations, including case assignment, prioritization, escalation handling, and queue monitoring to ensure timely resolution
Serve as Incident Manager for customer-impacting issues, owning end-to-end coordination from triage through resolution, including cross-functional communication, customer notifications, and internal status updates
Lead post-incident reviews, author root cause analysis (RCA) documentation, and track corrective actions to closure in partnership with Engineering and Product
Partner with Product, Engineering, and Customer Success to address customer needs, resolve escalations, and support process improvements
Maintain and continuously improve the incident response playbook and internal knowledge base resources, ensuring the support team is prepared to execute efficiently when issues arise
Track, analyze, and report support metrics to measure performance and identify opportunities for improvement
Foster a culture of accountability, collaboration, and customer-first service
Participate in hiring, onboarding, and training of support team members
Support a highly compliant environment by helping maintain company controls and security within your role and your team's roles

Requirements:

Bachelor's degree in Business, Communications, or a related field, or equivalent experience
5+ years of experience in customer support, service, or customer-facing roles, with at least 2 years in a supervisory or lead role
Strong people management skills with a proven ability to coach and develop talent
Excellent communication, problem-solving, and conflict resolution abilities, with a collaborative style that's effective in cross-functional partnerships
Demonstrated experience managing or coordinating customer-facing incident response, including drafting external communication and facilitating cross-functional syncs
Experience with support ticketing and CRM tools (e.g., Zendesk, Salesforce Service Cloud)
A customer-first mindset with strong empathy, and a hands-on, detail-oriented approach to getting work done
Strong organizational skills and the ability to manage multiple priorities in a fast-paced, scaling environment
Experience managing support teams in a SaaS or technology environment is a plus
Familiarity with HR technology, leave management, or compliance-focused solutions is a plus
Knowledge of workforce management and scheduling best practices is a plus
Familiarity with an incident management framework (e.g., ITIL), or experience working within a structured escalation and severity classification model, is a plus

Strategic Customer Support Consultant

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