Sage
Customer Support Manager
Job Description:
The Bilingual Customer Support Manager will be responsible for developing and delivering quality support with key focus on customer and partner satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly.
This is a hybrid role – 2/3 days in office
This is a Bilingual (Fully fluent in English and French) role
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
• 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 escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
Requirements:
• Bilingual: Fully fluent in English and French is required.
• 3+ years Software Support experience (Accounting, ERP or cloud-base Financial Software experience highly preferred)
• 2+ years managing a Customer Support team
• Bilingual – French and English required
• Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software• 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
Function:
Customer Operations
Country:
Canada
Office Location:
Toronto
Work Place type:
Hybrid
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Working 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.
Learn more about working at Sage:sage.com/en-ca/company/careers/working-at-sage/
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We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out [email protected].
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