Sage Intacct Support Team Leader

Key responsibilities

• Lead, mentor and support the product support team, including junior team members.
  
• Plan team availability, manage leave schedules and allocate tickets fairly and efficiently.
  
• Monitor support queues to ensure responses, updates and resolutions meet service-level agreements and client expectations.
  
• Provide hands-on troubleshooting and expert support for Sage Intacct and associated Sage, partner and Acuity products.
  
• Guide the team on effective case management, customer communication and first-contact resolution.
  
• Coordinate training and development activities to strengthen product knowledge and customer service skills.
  
• Create and maintain knowledge-base articles, support documentation and accurate case-resolution notes.
  
• Identify recurring issues and recommend training, documentation or process improvements.
  
• Build and maintain strong relationships with clients across different countries and regions.
  
• Communicate professionally with clients and colleagues across different cultures, business environments and time zones.
  
• Assist with customer handovers and manage escalations when required.
  
• Maintain Sage product accreditation and up-to-date financial and technical knowledge.
  
• Participate in the continuous personal and professional development of yourself and the team.
  

Experience and qualifications

• A minimum of five years’ experience in ERP, accounting software or financial systems support, Sage Intacct a BIG BONUS
  
• At least two years’ experience in a senior, supervisory, mentoring or team-lead role.
  
• Hands-on Sage Intacct experience is strongly preferred; experience with a comparable ERP or financial management platform will also be considered like Sage 300.
  
• A strong understanding of core accounting and finance processes.
  
• Experience working with ticketing or case-management systems, SLAs, escalations and support performance targets.
  
• Experience supporting clients across different regions or international markets would be advantageous.
  
• Sage accreditation, or the willingness and ability to obtain and maintain the relevant accreditation.
  

Skills and attributes

• Strong Sage Intacct or comparable ERP support and troubleshooting skills.
  
• Excellent leadership, coaching and workload-management ability.
  
• Analytical and logical problem-solving skills.
  
• Excellent attention to detail and accurate record-keeping.
  
• Excellent written and verbal communication skills.
  
• The ability to communicate professionally with clients and colleagues across different countries, cultures and time zones.
  
• The ability to adapt your communication style to suit different audiences, stakeholders and levels of technical knowledge.
  
• The ability to explain technical and financial information clearly to both technical and non-technical audiences.
  
• Strong interpersonal skills and cultural awareness.
  
• Strong customer service, stakeholder-management and relationship-building skills.
  
• Confidence in building professional relationships with a geographically dispersed client base and team.
  
• Confident decision-making and the ability to remain calm and professional under pressure.
  
• Good planning, prioritisation, documentation and reporting skills.
  
• A proactive, accountable and continuous-improvement mindset.
  
• The ability to work effectively both independently and as part of a remote team.