Support Services Manager

2 weeks ago


Atlanta, Georgia, United States Sage Group plc Full time
Job Description

The Customer Support Manager will be responsible for delivering exceptional support services to our customers, focusing on their satisfaction and success. This role requires a passion for problem-solving and process improvement, as well as a deep understanding of software technologies and finance.

Key responsibilities include:

  • 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.

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