Customer Services Manager (Bilingual- English/French)
at Sage
Location: Remote
Employment Type: full_time
Job Description
<span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:1:j_id413:j_id415"><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:1:j_id413:j_id419">We’re searching for a bilingual Customer Services Manager to lead a Hybrid team of customer services agents, driving a high-quality, consistent customer experience. You’ll play a key role in building team capability, improving operational performance, and shaping how we support customers at scale.
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<br>This is a Hybrid position based on-site 3 days per week in downtown Vancouver from 8am-5pm PST.</span></span><br/><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:2:j_id413:j_id415"><span id="j_id0:j_id1:j_id265:j_id401:j_id402:j_id411:j_id412:2:j_id413:j_id419">• Lead, coach, and develop a team of customer support agents, driving performance through regular 1:1s, feedback, and clear objectives
<br>• Foster an inclusive, high-performing team culture aligned with company values and focused on collaboration and accountability
<br>• Monitor and improve team performance, using data and coaching to increase first-time resolution and customer satisfaction
<br>• Manage workforce planning and scheduling to balance customer demand with team wellbeing
<br>• Partner with cross-functional teams to identify and implement process improvements and operational efficiencies
<br>• Recruit, onboard, and develop talent to build a strong and scalable customer support function
<br>• Recognize and reward performance to drive engagement and retention
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<br>Skills & Experience
<br>• 3+ years’ experience in a customer support or call center environment, with people leadership responsibility
<br>• Experience managing hybrid teams (remote and in-office)
<br>• Fluent in both French and English (required)
<br>• Strong focus on customer experience, with a track record of improving outcomes and reducing friction
<br>• Data-driven mindset with the ability to translate insights into actionable improvements
<br>• Excellent communication skills, with the ability to align teams around goals and priorities
<br>• Proactive and solution-oriented, with the ability to identify issues and drive change
<br>• Demonstrated leadership capability, with a passion for developing and motivating others
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<br>Plenty of perks:
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<br>• 100% paid premiums for health, dental, and vision coverage.
<br>• RRSP contribution match (100% up to 4%).
<br>• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
<br>• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
<br>• 5 days paid yearly to volunteer (through Sage Foundation).
<br>• $5,250 tuition reimbursement per calendar year, starting 6 months after the hire date.
<br>• Sage Wellness Rewards Program (annual fitness reimbursement).
<br>• Library of on-demand career development options and ongoing training offerings.
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<br>Who is Sage: <a href="https://www.sage.com/en-us/company/about-sage/" target="_blank">https://www.sage.com/en-us/company/about-sage/</a>
<br>Life at Sage: <a href="https://www.sage.com/en-us/company/careers/" target="_blank">https://www.sage.com/en-us/company/careers/</a>
<br>Our Values & Behaviors: <a href="https://www.youtube.com/watch" target="_blank">https://www.youtube.com/watch</a> app=desktop&v=vt5JXfGwno&feature=<a href="https://youtu.be" target="_blank">youtu.be</a>
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<br>The compensation offered will be determined by factors such as location, level, job-related knowledge, education, and experience. For this role, in these locations, the base salary range for new hires is: $85,000 to $100,000 CAD plus bonus.
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<br>In addition to base salary, employees will participate in either a bonus plan based on company and individual performance, or a role-based, commission plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. The range listed is just one component of the Sage total compensation package.
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<br>#LI-RM1</span></span>