Team Manager - Product Support

Sage; Newcastle upon Tyne; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Generous bonuses & pension

25 days annual leave + 5 days option

8 bank holidays

Volunteer days

Health, dental & vision coverage

Hybrid working

Wellbeing memberships

Job summary

Sage is seeking a Team Manager for Product Support in Newcastle with hybrid working. You will lead a team of technical support advisors, driving engagement, coaching staff, and delivering extraordinary customer service.

The role emphasizes resolving issues with a commercial focus while developing your people in a fast-paced global HQ environment. The position offers hybrid work with 3 days in the Newcastle office, plus ongoing training and development, and a strong commitment to continuous

Qualifications

• Experience leading technical support teams.
• Ability to coach and develop staff.
• Strong customer service focus and problem solving.

Responsibilities

• Lead a team of technical support advisors to understand customer needs and resolve issues with a commercial focus.
• Act as escalation point for team and customers.
• Drive engagement and coach team to exceed customer expectations.
• Build a cohesive team and manage people effectively.
• Embed continuous improvement via the PERFORM methodology across the department.
• Maintain strong customer relationships to support retention.

Skills

Team leadership

People management

Coaching & development

Customer service

Engagement

Job description

To lead a team of technical support advisors to ensure they are understanding the needs of our customer, offering an accurate resolution with a commercial focus. You are accountable for your people to consistently deliver an excellent level of customer service to all customers. To act as a point of escalation for our people and our customers.

Hybrid – 3 days in our Newcastle office (global headquarters)

• Drives Engagement where people are motivated to do their best to help the business, customers and colleagues alike.
• Create and maintain a culture of success by encouraging technicians to take responsibility for their own actions, whilst dealing with a customer query and encouraging them to exceed customer expectations.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• Accountable to understand your skill gaps and develop against these.
• Embed and continually sustain a culture of continuous improvement within Customer Services via the ‘PERFORM methodology’, working with colleagues across the department to deliver our KPI's and grow our business.
• Customer relationship management, with a focus on maximum customer retention achieved through delivery of Extraordinary Customer Experience via the team.
• Respond to customer issues and queries escalated from team members in a professional, timely and efficient manner.
• Play an active part in your community through teamwork and collaboration to drive continuous improvement in your area.

Your benefits:

• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing

Customer Operations

United Kingdom

Newcastle

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. It’s why we were awarded 2024 Best Places to Work by Glassdoor. 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-gb/company/careers/working-at-sage/

Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE

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 [e-mail] .

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

Team Manager - Product Support

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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.