Customer Support Analyst I

At AbsenceSoft, we’re transforming the employee experience. Our secure, intuitive technology helps employers bring humanity, certainty, and efficiency to some of the most complex moments in the workplace. Built by HR professionals for HR professionals, we’re proud of where we’ve been and even more excited about where we’re going.

We’re seeking a Customer Support Analyst I to provide front-line assistance to AbsenceSoft customers, delivering timely, accurate, and empathetic support. In this role, you’ll help resolve customer inquiries, document cases, and ensure a positive customer experience while developing deep expertise in AbsenceSoft’s leave management SaaS platform. This is an ideal opportunity for someone who loves problem-solving, enjoys helping others, and is eager to grow within a mission-driven technology company.

What you'll do

• Respond to customer inquiries via phone, email, and chat, ensuring timely and professional resolution.
• Troubleshoot and resolve basic product issues and usage questions.
• Document support cases, resolutions, and follow-ups in the ticketing system.
• Escalate complex issues to senior analysts or technical teams as needed.
• Contribute to internal knowledge base documentation.
• Build foundational knowledge of leave management processes and AbsenceSoft’s platform.
• Participate in a highly compliant environment and help maintain company controls and security within your role.

What you'll bring

• Bachelor’s degree in Business, Communications, or related field, or equivalent experience.
• 0–1 year of experience in customer support, help desk, or other client-facing technology role.
• Strong communication and interpersonal skills.
• Ability to learn technical systems quickly and explain solutions clearly.
• Strong problem-solving and organizational abilities.
• Exposure to SaaS or HR technology solutions preferred.
• Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) a plus.
• Customer-first mindset with empathy and patience.
• Adaptable, detail-oriented, and eager to learn in a fast-paced environment.

Why join us

At AbsenceSoft, we LEAD with our values:

Lead with Innovation - We create meaningful change through intelligence, focus and passion.  We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.

Elevate Every Voice - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions. 

Achieve Together - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.

Drive Outcome - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

We offer:

• 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. We believe the best work happens when people are growing. 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.
• Compensation Transparency. Compensation range for this position is $45,612 - $57,015 annually, depending on experience and location.

We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!