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8 Sep 2020

Full-Time Customer Support Manager

Sage Intacct – Posted by SageIntacct San Jose, California, United States

Job Description

The Customer Support Manager will be responsible for developing and maintaining good working relationships between internal and external customers to ensure quality support, responsiveness, and high customer satisfaction. This position requires a passion for problem-solving and process improvement; a deep understanding of Internet technologies, finance, and the ability to learn new concepts quickly.


  • Hire, train and manage new staff
  • Provide mentorship to ensure customer support department is providing effective, timely, and professional client communication
  • Oversee the staff’s performance reviews, set goals and objectives
  • Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency
  • Review performance data to measure and monitor productivity and goal progress
  • Demonstrates an understanding of customers’ needs and how to deliver results; leads employees to demonstrate superior customer service values and focus.
  • Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding service.
  • Hire, develop, train, and promote high performing individuals who will provide quality support to customers. Maintain technical competence of consultants by identifying needs, establishing, and conducting training and skill enhancement programs.
  • Responsible for management of contact handling metrics and staffing requirements for maximum efficiency of Contact Center operations.
  • Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.
  • Deliver KPIs, Metrics, status reports to management on a weekly basis


  • Bachelor’s degree preferred
  • 3+ years customer support experience
  • 2+ years management experience, preferably in a SaaS environment
  • Proficiency in MS Office suite, multi-channel contact center software, and client communication tracking software
  • Motivating leader with strong motivational skills
  • Excellent communication skills
  • High level of integrity, strong analysis, and decision-making skills
  • Ability to delegate, plan and remain organized
  • Background in Call Center management
  • Internet Technical Support experience
  • Financial Support experience
  • Ability to understand and communicate highly complex technical/financial issues
  • Capacity to learn quickly and adapt to changing priorities
  • Demonstrated performance and team management experience
  • Strong sense of urgency; Exceptional verbal and written communication skills
  • Demonstrated analytical skills that translate to action
  • Demonstrated Leadership abilities and achievement-oriented
  • Capability to influence cross-functional teams
  • Strong technical analysis, troubleshooting, and problem resolution skills, including research of software application errors, issue re-creation, and data analysis
  • Working knowledge of process improvement practices

How to Apply

Job Types: Full-Time. Job Tags: customer support, Support, and support manager.

Job expires in 34 days.

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