Note: While we welcome applicants from across Canada, preference will be given to candidates located in Mountain or Pacific Time Zones.
“I really enjoy working at Absorb. For me, the people you work with and the atmosphere within a team are paramount to working well and enjoy it. Our team (and the whole company) is very collaborative, open and supportive. Even working remotely from home, there is a sense that we are working together, always cooperating through the chat; and help, if needed, is never far away. On top of that the management style is nurturing, fostering a healthy and happy work environment, and bringing everyone to success as a team and as individuals.” ~ Barbara Fortune, Client Advocate
We are looking for a results-focused leader to join our team with a passion for innovation and people development, helping improve our ability to deliver positive outcomes and personalized experiences for our team members and our customers.
The role involves taking responsibility for our Support team to implement best practice across the end-to-end lifecycle of resolving the issues raised by customers. It is an exciting opportunity to work within a fast-paced environment where you will have touch points with Customer Success and our internal product and engineering teams to drive client retention and satisfaction. Working closely with our Manager and Director of Client Advocacy, you will play a key role in transforming how we support our customers, you will be the voice of the customer for our internal teams, presenting key metrics and trends to a wide variety of stakeholders.
You will be responsible for ensuring our Early Response teams are meeting First Response Times (FRT), resolving tickets promptly, and minimizing ticket touch points to better support Absorb’s Net Promoter Scores (NPS).
Are you interested in learning more about the work culture at Absorb? Check out the video below:
Absorb Culture - Absorb LMS

• Supporting team members by reviewing and updating current processes, procedures, and end to end ticket resolution flows from the customer to internal teams and back to achieve efficient and effective support.
• Use and evaluate performance data to create action plans to improve organizational or individual performance driving customer satisfaction, employee development, operational efficiency, and service quality.
• Supervise a high-performing team, providing training, coaching, mentorship, and professional development
• Recruit, hire and nurture a diverse and talented team
• Act as an escalation point working with our Product Development and SRE team to ensure that the incident and problem management processes are fit for purpose and to prioritize bugs, manage and resolve customer issues and escalations
• Perform Ticket Topic evaluation and mitigation
• Drive initiatives/activities and align them with Client Success and Absorb Software’s business goals
• Serve as the first escalation point for client and team issues