Role Description 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. - 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 Qualifications - 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 - Impact that matters: You’ll do work that shapes the future of the modern workplace - Flexibility and trust: We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best. - Growth and development: You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact. - Competitive rewards: We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too. - Time for life: Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life. - Belonging and balance: We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.