As the Director of Customer Support, you will be responsible for overseeing the customer support strategy and operations for our B2B SaaS leave management software. You will lead a team of support professionals, ensuring they deliver exceptional service while fostering strong relationships with our clients. Your leadership will be instrumental in enhancing the customer experience, driving customer retention, and aligning support initiatives with our business objectives.

Who We Are

AbsenceSoft is elevating the leave and accommodations experience and is looking to hire amazing people like you! We create user-friendly, secure, and compliant technology that empowers employers to bring humanity, certainty and efficiency to the leave and accommodations experience. Made by HR Professionals for HR Professionals, we're proud of where we've been and excited about where we're headed. We value creative, innovative people who are passionate about their work and who believe there is always a better way.

Leading With Our Core Values

Make a Difference.

We are inspired to make an impact through our hard work, talent and passion. We push ourselves each day to better serve our teams, our clients, and our community.

Team First.

We are driven by team spirit not by self-interest. We value collaboration and approach our work with humility and a desire to win together.

Own it.

If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.

Everyone Matters.

No matter your background or experience, everyone's voice holds value here.

What You’ll Do

Develop and implement a comprehensive customer support strategy that aligns with company goals.
Lead, mentor, and manage a high-performing customer support team, fostering a culture of excellence and continuous improvement.
Ensure a seamless and positive customer experience across all support channels (email, phone, chat, etc.).
Establish and monitor key performance indicators (KPIs) to assess and enhance the effectiveness of support operations.
Identify opportunities to optimize support processes and workflows, enhancing efficiency and reducing resolution times.
Collaborate with product and engineering teams to provide feedback and insights on customer issues and feature requests.
Design and implement training programs for support staff to enhance product knowledge and customer interaction skills.
Develop resources and documentation to empower customers and support staff alike.
Serve as the voice of the customer within the organization, ensuring their needs and concerns are addressed.
Build and maintain strong relationships with key clients, conducting regular check-ins to gather feedback and ensure satisfaction.
Analyze support metrics and customer feedback to identify trends and areas for improvement.
Prepare and present regular reports on customer support performance to senior leadership.
Participate in a highly compliant environment while assisting to maintain company controls and security within your job role.
Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate's roles.
Other duties as assigned.

What’ll Set You Up for Success

Required Skills:

Bachelor’s degree in Business, Communications, or a related field
7+ years of experience in customer support or customer success, with at least 3 years in a leadership role.
Proven experience in a multi-tenant B2B SaaS environment, ideally within the HR or leave management sectors.
Experience implementing and managing customer support best practices, tools, and technologies.
Excellent communication and interpersonal skills, with a customer-centric mindset.
Demonstrated ability to analyze data and translate insights into actionable strategies.
Proficiency in support software and CRM systems
Strong understanding of Software Development Life Cycle.

Nice to Have:

Technical troubleshooting experience, including but not limited to application user interface workflow, database querying, and API and file-based integrations
ITIL Foundations Certification (or other related certifications)
Working knowledge of security and data handling concepts for web-based applications and personal and sensitive data

What To Know Before You Apply

We’re located in beautiful Golden, Colorado.
This is a full-time, salaried position + bonus.
AbsenceSoft provides a wide variety of perks and benefits. Including full medical, dental, vision, 401K, and life insurance. We support your professional growth including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education.
The salary range for this position is $120,000 - $155,000

At AbsenceSoft, we are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. We make all employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by selecting the appropriate category(ies). The hiring employer is subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA) and requests this information in order to measure the effectiveness of the outreach and positive recruitment efforts it undertakes pursuant to VEVRAA.

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