Customer Support Manager, Sage
$135-155k
+ Stock Options
3+ days a week in office
Modern operating system for senior care
Be an early applicant
Modern operating system for senior care
101-200 employees
Be an early applicant
$135-155k
+ Stock Options
3+ days a week in office
101-200 employees
Company mission
To improve the care and quality of life for caregivers and older adults.
Role
Who you are
- The ideal candidate is technically strong, experienced in managing distributed teams, a strong communicator and comfortable operating in a fast-paced environment
- 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
Desirable
- Familiarity with monitoring/alerting tools
- SME knowledge with Zendesk and other ticketings tools
- Track record of building and sustaining high performance teams
What the job involves
- 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
- 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
Our take
In the event of an accident or fall, elder care facilities largely rely on outdated nurse call systems, which can mean residents wait longer than necessary to receive care or attention. Sage solves this problem by providing carers and institutions with a modern operating system.
Sage's caregiver app allows carers to identify patients in need of help, as well as providing tools for triage and the reviewing of care information. As one of the first companies to bring a data-driven approach to elder care in this way, Sage has received strong attention and raised impressive funding, most recently with the acquisition of $65M.
The age-tech market is growing steadily, and becoming more competitive, which means Sage will need to invest heavily in scaling its outreach in order to consolidate its progress. That said, it has established an early foothold which gives it a place to work from as it develops into the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2026
$65m
SERIES C
Dec 2024
$35m
SERIES B
Total funding: $124m
Company benefits
- You and your health: Your health comes first. Sage covers 100% of your individual medical premium, plus dental and vision. Every employee also gets a free OneMedical membership for modern primary care, plus access to mental health support through Talkspace, fertility care through KindBody, and virtual medicine through Teladoc.
- Your family and time: When life happens, we're with you. Sage grants eight weeks of parental leave to non-birthing parents and 12 weeks to birthing parents. We also offer a hybrid work schedule and unlimited PTO, which we encourage you to use. In addition, Sage has seven company holidays and closes for two weeks at the end of December.
- Your financial future: You're building something here, so you should own a piece of it. All full-time employees receive equity as part of their compensation package, along with a 401(k) through Empower, flexible spending accounts for medical and dependent care, and commuter benefits through Optum Financial.
Company HQ
Chelsea, New York, NY
Leadership
Ellen Johnston
(Co-Founder & CPO)Previously Co-Founder, Creative Director and CEO of Makr. She also worked as Director of Digital Experience at Staples.
Matt Lynch
(Co-Founder & CTO)Previously a Senior Software Engineer at the Naval Surface Warfare Center, and a Software Engineering Group Lead at Palantir Technologies.
Raj Mehra
(Co-Founder & CEO)Raj previously co-founded Coupon Doc. He also worked in Corporate Development at Palantir Technologies and as a Head of Strategy & Operations at Cedar.
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