Senior Customer Enablement & Support Specialist, Sayge

Hello! As our business enters a new phase of growth, we’re seeking an enthusiastic and service-driven Senior Customer Enablement & Support Specialist to join our growing team. 

This is an exciting opportunity to enable Sayge’s customers to realize and unlock the full potential of their organizations, while empowering their people to achieve their personal and professional goals. You will be representing Sayge to everyone we serve, and responsible for ensuring that they all have delightful experiences.

About Sayge:

Sayge is a mission-driven HR Technology startup that’s making an exec-level benefit – coaching – available to everyone. We work with companies to help them attract, develop, and retain more of the best employees by democratizing access to the best 1:1 professional development coaching.

Founded in New York City in 2017, Sayge’s mission is to empower and inspire people to maximize their untapped potential. Our vision is that Sayge will soon be the first place people go to for guidance and support in their working lives. As we work to make this a reality, our values are encapsulated by PROPEL: People first; Resourceful; Open-minded; Purposeful; Encouraging; Lifelong learners.

We’ve already made a huge impact on the lives of thousands of employees at more than 100 companies. Indeed, 89% of employees say that they're better able to tackle their professional goals after just three months of working with a Sayge coach.

The team & your role:

Our Enablement & Support team is critical to our success as we offer product support, guidance, and enablement to three key audiences we serve: 

• Customers (HR & People Leaders who run coaching programs at their organizations)
• Employees (the individuals going through coaching)
• Coaches (the highly qualified coaches providing coaching through our platform) 

As a Senior Customer Enablement & Support Specialist, you will provide onboarding and enablement support to help the HR & People Leaders we work with plan, set up, and launch their coaching engagements. After that, you will provide ongoing support to make sure that everyone we serve has the information and solutions they need for an excellent experience with coaching.

Following training, you’ll start responding to all of the above parties through our support channels as a member of a small and mighty team. You’ll be expected to answer questions and provide solutions primarily via email, but also the occasional Zoom call for troubleshooting or onboarding purposes. 

The ideal candidate for this role will possess and be able to demonstrate empathy, initiative, a strong work ethic, a team mentality, and a passion to be of help and service. 

Your responsibilities & impact: 

Reporting directly into our CEO, you will:

• Act as a trusted advisor for our customers, and provide recommendations and suggestions to ensure all of our customers receive the most possible value out of their partnership with Sayge.
• Offer appropriate, needs-based solutions to customers to encourage them to expand their accounts, without being pushy or Sales-focused.
• Advocate for Sayge customers by communicating pain points and issues quickly and clearly to senior leaders and the Product team.
• Create and deliver updated (and, occasionally, customized) onboarding materials to new customers and their coaching participants.
• Lead customer onboarding and participant kick-off calls when required.
• Adhere to a daily schedule of answering customer queries via email (our primary support channel), live chat, and the occasional Zoom call.
• Ensure customers receive a quick response by staying on top of your assigned tickets, with same-day ticket review.
• Engage in empathetic conversations with end-users to identify and resolve issues, and create detailed, complete bug reports for our Engineering team.
• Create and update Help Center documentation as we refine and create new features for the Sayge coaching platform.
• Work cross-functionally with Product and Sales to create and deliver marketing materials for new products and features.

Who you are and what’s required:

• You have experience (2+ years) providing exceptional customer service in a contact center, retail, or other service environment (libraries, schools, medical facilities, etc.).
• You are comfortable overseeing a small team of 1–2 direct reports, and ideally you have some prior management experience.
• You’re available to work full-time (40 hours per week) between the hours of 9AM –6PM in your local time zone (Monday–Friday, EST, Central, or PCT). You live and have legal authorization to work in the United States.
• You’re comfortable running meetings for large groups of people and in smaller, one-on-one conversations with customers.
• You’re resourceful and comfortable working with autonomy - you can find solutions to issues even when there is no clear path, or when you need to make a judgment call on your own.
• You adapt to new processes and work with calm and precision while in a fast-paced, rapidly changing environment. (We’re a startup!)
• You’re comfortable with technology/computers and have excellent typing skills. 
• Your reading, writing, and communication skills are top-notch, and you’re good at keeping everybody on the same page when working with autonomy on a team.
• You have a high level of understanding, patience, and empathy, and an ability to “write how you speak” (our customers expect human conversations more often than robotic, formal workplace emails).
• You navigate tricky conversations/interactions with professionalism.
• You’re a quick learner and are confident in your ability to ensure that our privacy, confidentiality, and security practices are followed at all times in your work.

Things you’ll need:

• You’ve got a reasonable place to work from (a quiet space, a stable internet connection, and a backup location in case of issues with the primary location). We’ll supply your computer and the setup you need to work in that space.
• You have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. (You can check your speed here.)

Bonus experience: 

• A background or interest in learning and development, professional development coaching, or HR tech.
• Familiarity with HR tech customers (HR and People Operations).

What we offer:

• Competitive salary range of $70,000 –$80,000 USD/year, based on experience and qualifications.
• Potential variable bonus of up to 10% of base salary.
• $1,000 WFH stipend.
• A comprehensive benefits package, including:
  • Health and Wellness: Access to premium health, dental, and vision plans.
  • Professional Development: Opportunities for growth and advancement within the company, plus access to learning resources to support your career goals.
  • Work-Life Balance: Generous paid time off, remote work flexibility, and parental leave.
  • Company Culture: A collaborative, inclusive, and forward-thinking environment where you can make an impact from day one.

Hiring process:

• Round 1: 30-minute intro call with Jamie, our CEO
• Round 2: 45-minute skills assessment call with other team members
• Round 3: 45-minute case study exercise with Jamie and Katie (co-founders)
• References and next steps: We aim to keep our process efficient, and to be respectful of your time. After the three rounds, we will connect with two of your references before moving forward with next steps.

Find out more:

If you’d like to be considered for this role, please send us a note telling us why you’re the right person for the job, along with your resume and contact details for two references. We welcome all talented people and are committed to a culture that represents diversity in all its forms.

Equal Opportunity Employer:

Sayge is committed to creating a diverse work culture that closely matches the diversity of our client base. 

Sayge is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.