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

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