Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
- You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.
- We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
- Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
- We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.
- This position is also eligible for annual bonus.
Company Overview