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. Youll ensure the team operates efficiently, meets performance goals, and delivers a customer experience that reflects AbsenceSofts values.
WHAT YOULL 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 teams roles
WHAT YOULL BRING
- Bachelors 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 thats 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
Final compensation is determined based on a candidates relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.
The pay range for this role is:
86,800 - 108,500 USD per year (US National)
