Customer Support Manager

Role Overview

This role is responsible for leading, coaching, and motivating a customer service team to deliver bestinclass customer satisfaction and performance outcomes. The role focuses on driving highquality resolution, managing performance through clear communication and effective coaching, supporting complex customer issues, and embedding a positive, inclusive team culture.

The role also plays a key part in recruitment, operational delivery, workforce management, and continuous improvement, with success measured through customer, colleague, and productivity KPIs.

Key Accountabilities & Decision Ownership

Lead and Inspire CustomerFacing Teams

• Lead and motivate the customer support team, ensuring regular objective checkins and performance evaluations in line with defined standards.
• Provide coaching to team members in real time as well as during structured coaching sessions.
• Foster a positive and inclusive team culture for all team members through hightouch communication, strong teamwork, and adherence to Sage values.
• Partner with the Sage Recruitment Team to hire the right talent for the organization.

Drive BestinClass Customer Satisfaction

• Drive colleague compliance with processes, workflows, and tools to ensure highquality resolution.
• Support colleagues in resolving complex customer cases and managing complaints effectively.
• Drive tactics that ensure the team consistently Make it Right, Make it Easy, and Make it Personal.
• Actively assist the team in resolving customer complaints by providing guidance and directly supporting resolution when required.
• Continuously build and maintain a deep understanding of products, services, and ways of working.

Drive Performance Excellence

• Communicate clearly and consistently so colleagues have a strong understanding of their role, performance expectations, vision, objectives, and operational priorities, while staying informed about the wider Sage organization.
• Regularly acknowledge and recognize strong performance through both adhoc and structured recognition.
• Monitor team performance through ongoing coaching and identify training and development opportunities (peer shadowing, grad bay, training sessions, etc.).
• Manage colleagues who consistently fail to meet performance standards through the Performance Improvement Process (PIP).

Continuous Improvement

• Identify and flag opportunities highlighted by customers, colleagues, or personal evaluation that can reduce customer effort, improve satisfaction, and/or reduce cost.

Operations Management

• Partner with the Sage Recruitment Team to hire the right people.
• Deliver all Workforce Management activities on time and in line with work instructions.
• Ensure completion of all mandatory training within defined timelines.
• Work closely with your leader and HR on all peoplerelated actions to ensure compliance with Sage policies and legal requirements.

Skills, KnowHow & Experience

• Customer Experience Focus Aligns initiatives to reduce customer effort and friction.
• Resilience & Proactivity Identifies opportunities to improve customer experience without prompting.
• Execution Excellence Ability to define options and recommend effective action plans.
• Strategic Thinking Sees the bigger picture and identifies future opportunities.
• Leadership Inspires others to drive change while providing support and clear reasoning.
• Passion & Drive Assertive, selfdriven, and resultsoriented.

Key Performance Indicators

• tNPS
• TTR
• Productivity
• Valuable Conversations
• Shrinkage management within budget
• eSAT

24 years in a peoplemanagement or teamlead role within customer support, contact center, or service operations.