Customer Support Manager

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

Sage is actively searching for a Customer Support Manager to own the strategy and execution of Sage’s customer support. The goal of the Customer Support Manager role is to develop a scalable support framework that provides excellence in customer service to our end users. As part of the Client Success team, you will be responsible for ensuring end-user engagement, satisfaction and utilization with our product. 

In owning customer support, this position will require ad-hoc after-hours and weekend attention when responding to urgent customer needs.

A few logistical details:

• This role is NYC-based; office is located in Union Square
• Though we are an in-office culture, most of the team works 1-2 days remotely per week
• Candidates must be eligible to work in the US without visa sponsorship
• Salary range: $75,000 - $95,000 depending on experience

• Respond to incoming customer support inquiries, with ability to diagnose the user’s issue and triage/communicate appropriately to engineering, product and operations teams
• Manage customer support as a whole, building processes and managing tools to help us scale; including incident response protocols, risk mitigation, etc.
• Develop internal policies, procedures and best practices to internally triage and respond to customer support requests
• In collaboration with Implementation Specialists, develop “How-To” guides, Knowledge Base articles, and other product-driven materials to be used for end-user trainings and customer support troubleshooting
• Observe and understand how users are using Sage, identify areas of improvement and communicate feedback to teams internally; you are the voice of the customer
• Organize and report usability issues to the internal team on a weekly basis
• Create and share analytic reports on user engagement with customer support to identify trends, product improvements and areas for additional end-user training

• Bachelor's Degree
• At least three (3) years of experience working in a customer support role
• Experience using an internal ticketing system required 
• Product software support experience required
• Strong operational skills with modern productivity software
• Patience while working with Sage’s non-technical end users
• Excellent written and verbal communication skills
• Data-driven mindset with ability to problem solve and wear multiple hats
• Self-starter with desire to take ownership of key company initiatives; thrives in ambiguity and not scared of a challenge
• Passion for Sage's mission to improve care for older adults and their caregivers

• Experience with Zendesk desired
• Experience working in client success and building digital tools to scale processes
• Experience building and leading a team 

Our headquarters are located in New York City's lively Union Square. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host offsites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunches several days a week and a fully stocked snack bar.

Our benefits package for employees includes competitive base compensation along with stock options. We feel that you should be paid well for your contributions to our mission, and that you should stand to gain as we grow and succeed. We also provide fully-paid health insurance coverage for all of our employees.

EEO Statement

Sage is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sage makes hiring decisions based solely on qualifications, merit, and business needs at the time.