Manager, Customer Services

Manager, Customer Services

The successful candidate will lead a Customer Services team in delivering a transformational customer experience. This position will be involved with all aspects of recruiting, coaching, leading, performance management, colleague development, and scheduling to meet customer needs, colleague aspirations, and company goals while also responsible for participating in designing and implementing improved processes or operational policies. This is a hybrid office role that meets 3 days a week in the Portland office.

Key Responsibilities:

• Lead and motivate the customer service team ensuring they have regular objective check ins and performance evaluations in line with standards.
• Foster a positive team culture that is inclusive to ALL team members with high touch communication, adherence to Sage values and teamwork.
• Drive Colleague compliance processes, workflow, and tools to drive high resolution.
• Communicate effectively so Colleagues have clear job understanding, clarity on the vision and objectives, awareness of operational workings and stay up to date on the Sage organization.
• Frequently acknowledge and recognize good performance with ad-hoc and programmed recognition.
• Monitor teams' performance through regular coaching and identify training opportunities (shadowing peers, grad bay, training sessions etc).

Skills, Know-How and Experience:

• 3 + years of call center experience or service industry experience and proven leadership responsibility.
• Focus on Customer Experience – Aligns programs to reduce customer effort and friction.
• Resilience & Proactivity – identify areas to improve customer experience without prompting.
• Execute with excellence – ability to define optionality and recommend an action plan.
• Strategic Thinking – ability to see the bigger picture and identify future opportunities.
• Leadership – Inspire others to drive change while offering support and reasoning.
• Passionate - Assertive and self-driven.

Perks:

• Competitive salaries that landed us in the top 5% of similar-sized companies (according to Comparably).
• Comprehensive health, dental, and vision coverage.
• 401(k) retirement match (100% matching up to 4%).
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday).
• 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 ($600 wellness credit and $360 fitness reimbursement annually).
• Library of on-demand career development options and ongoing training offerings.

Function: Customer Operations

Country: United States

Office Location: Beaverton

Work Place Type: Hybrid

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-us/company/careers/working-at-sage

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 at careers@sage.com. Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion

Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.