Meet Izzy Sorby: The Customer Service Rep Who Sends Her Customers Flowers

At Sage, customer service is not a department people pass through on their way to a different career. It is a craft that is honed, and Izzy Sorby is one of the people who makes the case for that better than any mission statement could.

We followed Izzy for a day to find out what the job actually looks like from the inside. The full conversation is in the video above. A few things stood out.

She has bought flowers for customers more than once. One was a woman going through a difficult time personally whose computer had wiped itself; by the end of the call she was calling Izzy her life coach. Another was a customer Izzy talked through dinner options mid-install and steered towards a world buffet. The flowers were not a company policy. They were Izzy's idea.

When a customer was asked how Sage could improve its support, the answer came back: hire more Izzies. She's also been regarded as a credit to Sage and to her team.

Outside work she writes and performs comedy, which she feels makes her sense of humour the most unusual skill she brings to her role in customer service. Inside work, her superpowers are: efficiency, active listening, and the discipline to focus on the call in front of her regardless of how the day has gone or how long the queue is.

Ask her about her team and the words that come up are close, collaborative and star performers.

That is the bit worth paying attention to if you are thinking about a career in customer service at Sage. The people who do this job well here are not grinding through tickets. They are building relationships, solving real problems for millions of customers, and being trusted to send the occasional bunch of flowers when it feels right.

If that sounds like your kind of work, have a look at our open roles.