Job Title
Customer Support Manager
Job Description
The successful candidate will lead a customer support team focused on delivering a world-class customer experience for Sage Intacct customers. This role is responsible for overseeing team operations, workforce planning, employee development, and performance management to ensure customer needs and business objectives are met. The team manager will act as a point of contact for customer and partner escalations, effectively managing high-priority issues, communicating with stakeholders, and coordinating cross-functional teams to drive resolution. They will also champion operational excellence through process improvements, continuous coaching, and strategic initiatives designed to enhance customer satisfaction, analyst engagement, and overall business performance.
Key Responsibilities
Lead and Inspire Customer Facing Teams:
• Lead and motivate the customer support team ensuring they have regular objective check ins and performance evaluations in line with standards.
• Provide coaching to team members in 'real time' and during dedicated coaching sessions.
• Foster a positive team culture that is inclusive to ALL team members with high touch communication, adherence to Sage values and teamwork.
Drive Best-In-Class Customer Satisfaction:
• Drive Colleague compliance processes, workflow, and tools to drive high resolution.
• Assist Colleagues in solving complex customer cases and support with resolving complaints.
• Drive tactics to ensure the team creates confidence customers can feel.
• Be active in assisting the team to solve customer complaints, provide guidance to resolve and jump in to directly assist in solving the customers concerns.
• Continuously strive to have a deep understanding of our products, services, and ways of working.
Drive Performance Excellence:
• Communicate flawlessly so colleagues have clear job understanding, clarity on the vision and objectives, awareness of operational workings and stay up to date on the Sage organization.
• Frequently acknowledge and recognize good performance with ad-hoc and programmed recognition.
• Monitor teams' performance through regular coaching and identify training opportunities (shadowing peers, grad bay, training sessions etc).
• Perform regular quality reviews of analyst case work, providing actionable feedback to drive continuous improvement and service excellence.
• Colleagues who constantly fail to meet performance standards are managed via the Performance Improvement Process (PIP).
Continuous Improvements:
• Flag any opportunities identified by the customers, colleagues or personal evaluation that can reduce customer effort, increase satisfaction and or reduce cost.
Operations Management:
• Work with the Sage Recruitment Team to hire the right people.
• Deliver all Workforce Management tasks on time and per work instructions.
• Ensure team complete on time all mandatory training.
• Collaborate with leadership and Human Resources on all employee-related actions, ensuring adherence to Sage policies, legal requirements, and hybrid work guidelines.
Skills, Know-How and Experience:
• Focus on Customer Experience - Aligns programs to reduce customer effort and friction.
• Resilience & Proactivity - identify areas to improve customer experience without prompting.
• Execute with excellence - ability to define optionality and recommend an action plan
• Strategic Thinking - ability to see the bigger picture and identify future opportunities.
• Leadership - Inspire others to drive change while offering support and reasoning.
• Passionate - Assertive and self-driven.
• Growth - Demonstrates a strong commitment to continuous improvement and personal development.
Key Performance Indicators:
• tNPS
• Response Rate
• Case closures
• Time to Resolution
• Customer Satisfaction & Retention
• Valuable Conversations
• Shrinkage Management within budget
• eSAT
Perks? We have plenty.
• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on demand career development options and ongoing training offerings
Function
Customer Operations
Country
United States
Office Location
Lawrenceville
Work Place type
Hybrid
