Sage logo
Sage

Sage is a business management and computer software company that provides small-to-midsize companies with a wide range of user-friendly, online and cloud busine

Customer Support Manager

Customer SupportCustomer SupportOtherHybridLeadTeam 95Since 2020Company Site

Location

Georgia

Posted

75 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Customer Support Manager

Sage

Title: Customer Support Manager Location: Lawrenceville;Atlanta 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* Key Responsibilities • 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. Requirements: • 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. Plenty of perks: • 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. #LI-MT1 Function Customer Operations Country United States Office Location Lawrenceville;Atlanta Work Place type Hybrid AdvertWorking at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

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$37K / hour
Job Closed