What are the responsibilities and job description for the Customer Support Manager position at Sage?
Job Description
The Customer Support Manager will be responsible for developing and delivering quality support with a key focus on customer and partner satisfaction. The Customer Support Manager will lead a team that provides support to clients using payroll, HR, benefits, and talent management services. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, and the ability to learn new concepts quickly.
*This is a hybrid role - 3 days/week in office*
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
The Customer Support Manager will be responsible for developing and delivering quality support with a key focus on customer and partner satisfaction. The Customer Support Manager will lead a team that provides support to clients using payroll, HR, benefits, and talent management services. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, and the ability to learn new concepts quickly.
*This is a hybrid role - 3 days/week in office*
- Drive resolution and provide leadership to analysts in delivering superior service to ensure customer success
- Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency
- Develop and monitor key performance indicators to measure and improve productivity
- Handle complex or escalated client issues and ensure timely resolution
- Provide mentorship to ensure customer support department is providing effective, timely and professional client communications
- Oversee staff performance reviews, set goals and objectives
- Facilitate customer resolution for escalations and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
- 3 years Software Support experience (HCM experience highly preferred)
- 2 years managing a Customer Support team
- Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software
- HCM background/knowledge a huge plus
- Ability to understand and communicate highly complex technical / financial issues
- Strong technical analysis, troubleshooting, and problem resolution skills, including understanding of SaaS software lifecycle and ability to research software application errors, issue re-creation, and data analysis
- Not required, a plus to have the ability to speak, read and/or write in the French language to communicate with customers on the phone and in case comments.
- 100% paid premiums for health, dental, and vision coverage.
- RRSP contribution match (100% up to 4%).
- 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
- 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
- 5 days paid yearly to volunteer (through Sage Foundation).
- $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
- Sage Wellness Rewards Program (annual fitness reimbursement).
- Library of on-demand career development options and ongoing training offerings.
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be