Team Manager, Customer Support

Location IE-Dublin
Job ID
2017-16927
Category
Customer Support and Service
Position Type
full-time

Overview

Customer Support Team Manager

Dublin

 

Have you lead a team successfully through digital transformation?

Do you have experience working with stakeholders across various different regions?

Have you experience working in an IT Software or IT Company?

 

The Sage CBC is a centre of excellence located in Central Park, Leopardstown, Dublin. It’s one of 2 worldwide Customer Business Centres and is focused on producing quality cloud solutions for the European market, with particular emphasis on SageLive, our cloud based accountancy software which is built on the Salesforce platform.

 

We’ve got ambitious growth plans, coupled with the strategy and targets to match. We’re aiming to achieve a substantial growth of net new customers within FY18, and we need people with the drive to service and support them.

Responsibilities

Because of this we are now recruiting a Customer Support Team Manager to lead a team of multilingual Support Technicians as they transition our customers to a digital first model. We are looking for someone who has experience of:

  • Managing and motivating the performance of a team to ensure consistent achievement of high customer service standards;
  • Leading our Digital-first strategy and migrating our customers from manual channels (phone) to digital (self-serve);
  • Working with colleagues across the globe to ensure best practice and latest thought leadership is implicated;
  • Delivering coaching support to identify knowledge, behavioural skills gap and provide the appropriate support to ensure standards are met;
  • New customer acquisition, and you’ll drive sales lead revenue generation within your team;
  • Embracing change and taking an active role in the communication, launch & implementation of new processes and systems.

Qualifications

First and foremost, you’ll know how to prepare your team for success. Beyond that, you must have:

  • Previous experience in a customer service / contact centre environment within an IT company;
  • Strong delegation abilities, whilst being able to motivate and inspire others to exceed goals;
  • The ability to deliver with agreed deadlines & prioritise efficiently to meet the business’ & customers’ needs;
  • Working knowledge of Accounting, Salesforce and JIRA an advantage;
  • Fluency in a Spanish, French or German (desirable).

Be Sage. Build on.

Company Information

Our Story


Sage is the market leader for integrated accounting, payroll and payment systems, supporting the ambition of the world’s entrepreneurs.

 

Like many of the businesses we serve, Sage began as a small business and has grown beyond what seemed imaginable. Today over 13000 colleagues now support millions of entrepreneurs across 23 countries as they power the global economy.

It is these entrepreneurs who are the drivers of prosperity and it’s our privilege and honour to serve them. We take real pride from how many of our customers have flourished and, that our products have grown with them as they moved from start-up to successful, international businesses.

In a world where only the voices of the biggest are heard, we will always fight to hear the voice of the entrepreneur.

 

An innovator today and tomorrow     

Our smart people use the smartest technology to reinvent and simplify business accounting - working with a thriving community of entrepreneurs, business owners, tradespeople, accountants, partners and developers. 

We enable our customers to focus on their business and help them to leapfrog to the future.

 

Inventing the future 

We are changing the way that millions of businesses track the movement of money through their business. We are also changing the way we do business. And as a FTSE 100 business we believe in a socially-responsible world and we are active in supporting our local communities and invest in making a real difference through the philanthropy of the Sage Foundation. Our Sage Foundation is based on the 2+2+2 model - 2% of free cash flow, 2% of colleagues' time and up to 2 free products each year to charitable organizations. Colleagues are empowered to give to the causes that matter to them.

Our customers make life-sacrifices. They take risks to follow their dreams and pursue their passions and, on this, global prosperity is built. They deserve a bigger voice and we will always work hard to champion this noble cause.

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