We’re looking for an experienced Customer Support Director to lead our Customer Support department and team in our Client Services organization. You will be responsible for the customer service support function at AbsenceSoft. You’ll oversee the daily operation of the multi-tiered support team in a SaaS B2B environment, monitor the quality of the support service, and maintain customer relationships. Additionally, you will help function as the incident manager for company wide incidents. You’ll help lead the company's continual service improvement initiative through incident and request management, reporting, and maintaining operational level goals.
 

Who We Are
AbsenceSoft is a rapidly growing Leave Management software company looking to hire amazing people like you! We are a radically innovative provider of SaaS solutions for FMLA, Disability, ADA, and other types of absences. We pride ourselves in having created the most easily used, installed, and understood absence management system and Human Resources Software. We value creative, innovative people who are passionate about their work and who always believe there is always a better way.
 

Leading With Our Core Values (THRIVE)

• Team - We are a team. We show up for each other, act with empathy, listen well, have fun, collaborate, and bring our authentic selves to work every day.
• Honesty - We are honest, trustworthy, and transparent with each other and our clients. We act with integrity, ask the tough questions, and are open to honest feedback.
• Results - We are results-driven and act with urgency, accountability, and commitment. We strive for continuous improvement and operational efficiency.
• Inspiring - We inspire and challenge each other every day. We bring a positive, can-do attitude to the team and lift everyone up around us.
• Value - We provide tremendous value to our customers, employees, and shareholders, which drives everything we do and guides our decision making.
• Entrepreneurial - We are willing to try new things and take risks, without fear of failure. We continuously learn and improve in a fast-paced environment.

What You’ll Do

• Oversee daily customer service and ITSM on the Support Desk
• Develop, manage, coordinate, and coach support team members
• Manage support SLAs and provide monthly reporting/dashboards to leadership
• Analyze team performance and drive KPI improvement, including case response times, resolution times, categorization and root cause analysis
• Develop and maintain a ticketing framework to support the service lifecycle
• Own and support the incident management process for AbsenceSoft’s SaaS products
• Identify, track, and report on SaaS product gaps to AbsenceSoft leadership
• Understand and drive how the Support Team successfully interacts with other departments within AbsenceSoft 
• Assist with recruitment/staffing of the Customer Support team
• Interact with customers, as required

What’ll Set You Up for Success

Required Skills:

• 5+ years management experience
• 3+ years B2B customer service/support experience
• Experience in a multi-tenant, SaaS system
• Experience implementing and managing a support team and software support processes and tools
• Ability to deal with ambiguity
• Advanced communications skills
• Strong multitasking and organization skills
• Experience with CRM and issue ticketing systems such as Jira, Salesforce, Zendesk, etc.
• Advanced Excel Skills
• An 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, mid-level, salaried position.
• AbsenceSoft provides a wide variety of perks and benefits. Including full medical, dental, vision, 401K, and life insurance. Our brand new state of the art office has automatic standing desks and a brand new oversized kitchen complete with unlimited snacks and drinks. 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 between $90,000 - $130,000.