Customer Support Manager

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going. The Customer Support Manager at AbsenceSoft leads a team of Tier 2 support professionals to deliver exceptional service and timely resolutions for our customers. This role focuses on day-to-day team leadership, operational execution, customer advocacy, and incident management while driving continuous improvement in support processes. You'll ensure the team operates efficiently, meets performance goals, and delivers a customer experience that reflects AbsenceSoft's values. WHAT YOU'LL DO - 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 WHAT YOU'LL BRING - 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 **Why join us** At AbsenceSoft, we ***LEAD*** with our values: ***Lead with Innovation*** - We create meaningful change through intelligence, focus and passion. We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving. ***Elevate Every Voice*** - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutio…