The Role
Leads a Sage Intacct support team while providing hands-on ERP troubleshooting. Responsibilities include mentoring staff, planning workloads, managing queues and SLAs, handling escalations, supporting clients internationally, maintaining documentation, coordinating training, and driving continuous service improvements. The role requires strong accounting and finance knowledge, customer communication skills, leadership ability, and experience with ERP or financial systems support.
Summary Generated by Built In
We are looking for an experienced Sage Intacct Support Team Leader to lead our product support team and help clients get the most from their Sage solutions.
Reporting to the Support Director, you will combine hands-on technical support with team leadership, workload planning, mentoring, client relationship management and continuous service improvement.
As we support clients across different countries and regions, you will communicate with a diverse range of clients, colleagues and stakeholders from different professional and cultural backgrounds. You will need to communicate clearly and professionally and adapt your approach to suit different audiences, levels of technical knowledge and business environments.
This is an ideal opportunity for a confident support professional who understands finance and ERP systems, enjoys solving complex problems and is ready to guide a team in delivering responsive, high-quality client support.
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.
- 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.
- 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.
Skills Required
- Minimum five years of experience in ERP, accounting software, or financial systems support
- At least two years of experience in a senior, supervisory, mentoring, or team-lead role
- Hands-on Sage Intacct experience
- Experience with a comparable ERP or financial management platform, such as Sage 300
- Strong understanding of core accounting and finance processes
- Experience with ticketing or case-management systems, SLAs, escalations, and support performance targets
- Experience supporting clients across different regions or international markets
- Sage accreditation or willingness and ability to obtain and maintain relevant accreditation
- Strong ERP support and troubleshooting skills
- Leadership, coaching, workload-management, planning, and prioritization skills
- Excellent written and verbal communication skills
- Customer service, stakeholder-management, and relationship-building skills
- Ability to work effectively independently and as part of a remote team
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The Company
What We Do
Acuity24 is a Sage Business Partner that helps businesses address accounting and business challenges through Sage software solutions. It implements and supports Sage Intacct and Sage X3, assisting customers with migration, cloud financial management, ERP adoption, training, and ongoing support. With offices in London, Cardiff, and Cape Town, Acuity24 focuses on tailored solutions, customer relationships, and long-term business partnerships across the UK and international markets.
