Support Manager

About this RoleWe 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.ResponsibilitiesLead and mentor a team of remote on-call support engineers and IT staffManage staffing, scheduling, and coverage for 24/7 on-call rotationsServe as escalation point for critical incidents and operational issuesEnsure documentation and runbooks are current and accessibleDrive process improvements and automation initiativesTrack KPIs including SLA compliance, response time, and resolution timeProvide regular operational reports to leadershipPartner with engineering and product teams on support readinessCommunicate operational risks and customer impact effectivelyMinimum Qualifications5+ years of experience in IT support or operations2+ years managing remote and/or on-call teamsExperience with 24/7 operational environmentsStrong incident management and escalation handling skillsExcellent communication and leadership abilitiesPreferred QualificationsFamiliarity with monitoring/alerting toolsSME knowledge with Zendesk and other ticketings toolsTrack record of building and sustaining high performance teamsBenefits and PayOur 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 $135K to $155K 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.EEO StatementSage 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.