Customer Support Manager

About Us 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. About this Role 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. 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 Minimum Qualifications 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 SME knowledge with Zendesk and other ticketing tools Preferred Qualifications Familiarity with monitoring/alerting tools Track record of building and sustaining high performance teams Benefits and Pay 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. 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.