Customer Support Manager

Tue, 04/14/2026 - 04:40

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.

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.

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