Customer Support Manager

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