Customer Support Manager

Sage•New York, NY

2d•$135,000 - $155,000•Hybrid

About The Position

We are seeking a highly motivated Customer Support Manager to lead a hybrid team consisting of remote on-call support specialists and internal IT operations staff. This role is responsible for ensuring 24/7 support coverage, maintaining high service levels, managing incident response, and driving operational excellence across both real-time support and IT functions. The ideal candidate is technically strong, experienced in managing distributed teams, a strong communicator and comfortable operating in a fast-paced environment.

Requirements

5+ years of experience in IT support or operations
2+ years managing remote and/or on-call teams
Experience with 24/7 operational environments
Strong incident management and escalation handling skills
Excellent communication and leadership abilities

Nice To Haves

Familiarity with monitoring/alerting tools
SME knowledge with Zendesk and other ticketings tools
Track record of building and sustaining high performance teams

Responsibilities

Lead and mentor a team of remote on-call support engineers and IT staff
Manage staffing, scheduling, and coverage for 24/7 on-call rotations
Serve as escalation point for critical incidents and operational issues
Ensure documentation and runbooks are current and accessible
Drive process improvements and automation initiatives
Track KPIs including SLA compliance, response time, and resolution time
Provide regular operational reports to leadership
Partner with engineering and product teams on support readiness
Communicate operational risks and customer impact effectively

Benefits

Our headquarters are located in New York City's 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 lunch and a fully stocked snack bar.
While we are an in office culture, we allow up to 2 remote days per week.
Our benefits package for employees includes competitive base compensation along with stock options.
The expected annual salary range for this role is $135,000 to $155,000 USD, depending on your level of expertise, your experience, and your performance in the interview process.
We also provide fully-paid health and dental insurance coverage for all of our employees, along with other health benefits including vision insurance, membership to premium primary and urgent care, and online medical health providers.
We also have a take as you need time off policy, in addition to 7 paid holidays and a company wide winter break during the holidays.