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      New CEO has meant improvement, but we have a long way to go yet - Customer Support Analyst, Associate Sage Employee Review

      3.0
      21 Jul 2019
      Customer support analyst, associate
      Recommend
      CEO approval
      Business outlook

      Pros

      Coworkers are great, consistent and stable hours, reasonable physical working environment, many of the people managers are on your side, potential growth opportunities

      Cons

      Understaffed support queues, sales-focused support strategy with highly unrealistic targets, lacking consistency across all levels of management (one manager may tell their team one thing and another might tell their team something completely the opposite), promotions system is a dangling carrot on a moving target, desperate to keep bodies in the queues that they're willing to overlook employees whose behaviors actively hurt our image to customers (but still takes too long to replace lost staff), some managers will actively try to quash any criticism or escalate legitimate complaints, silo-ing within departments and products, communication is lacking in many areas (this is being improved on but needs further work)

      avatar
      Sage Response
      6y
      We appreciate honest feedback from colleagues, and it is clear you care about making Sage a better place. We all do! I would encourage you to also use one of internal channels to share your voice, give your ideas, provide solutions and make things happen. This includes your people team, the All-In meetings, and Sage-TV Live to name a few . A great start would be to talk to your site leader. Also, just last month we held “The Big Conversation” where all 14,000 Sage colleagues around the world participated on an online conversation about anything and everything. The responses helped us gained a lot of insight, and some great colleague suggestions are already being implemented - I certainly hope you were part of that awesome event. Thank you again for sharing your experience and bringing your best to work every day!

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      2.0
      8 Jun 2026
      Account executive
      Recommend
      CEO approval
      Business outlook

      Pros

      was hired as remote and get to have that honored, but have been openly told no career progression because of remote status. decent pay

      Cons

      Leadership instability: Seven manager changes during my relatively short tenure. Unrealistic targets: A sales quota set at 1,100% growth (not a typo). Slow product development: Getting anything actioned on the product side takes far too long. Product management turnover: Three product manager changes, resulting in no meaningful deliverables in over three years. Misaligned hiring priorities: Greater emphasis on DEI optics than on hiring people positioned to drive growth. Internal vs. customer focus: More energy spent on internal events than on product enhancements. Lack of accountability (the biggest issue): No one takes ownership. Responsibility gets passed around constantly — for example, client cancellations going unprocessed because they impact someone's numbers. Managers have openly encouraged pushing the work onto someone else rather than handling it.

      1
      avatar
      Sage Response
      3w
      Thank you for taking the time to share your feedback. We’re sorry to hear about the challenges you’ve described around leadership continuity, targets, growth, and ways of working. We recognise the impact that stability, clear accountability, and achievable goals can have on the day-to-day experience of our colleagues, particularly within sales and customer-facing roles. We shall share your feedback with leaders for their visibility as we continue to evolve how we support our teams to truly thrive at work. If you have any additional insights to share, please leave us more feedback via our internal Always Listening forum or through your manager. Thank you again for sharing your perspective.
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