netvendor
Client Services Department Manager
Tualatin, Oregon, United States
Sponsorship not specifiedDetected 20 days ago
Operations ManagementProcess ImprovementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringMicrosoft Office
About the role
- The Client Services Manager is responsible for overseeing daily business operations to ensure efficiency, productivity, and profitability.
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions
- Monitor ticket queues and ensure proper workload distribution
Responsibilities
- Manage, coach, and develop a team of Tier 1/Tier 2 support
- Support onboarding and training of new team members
- Develop and implement operational policies and procedures
- Monitor performance metrics and KPIs to drive efficiency and quality
- Identify areas for process improvement and implement solutions
- Track and report key support KPIs
- Implement corrective action plans when performance gaps are identified
- Identify operational risks and develop mitigation plans
Requirements
- Strong understanding of SaaS support models and subscription businesses
- Experience managing SLAs and performance metrics
- Technical aptitude and ability to understand software products
- Proficiency in operational software and Microsoft Office Suite
- Ability to analyze data and make strategic decisions
Nice to have
- Experience in a high-growth SaaS startup (preferred)
- Familiarity with Agile environments (preferred)
- Experience with QA scorecards and support quality programs (preferred)
Skills
- Excellent leadership and coaching skills
- Excellent written and verbal communication skills
Compensation
- 7 per year + 1 floating holiday
- 401(k) with company match
- Employee Assistance Program
- We are committed to building a diverse and inclusive workplace where everyone can thrive.
Benefits
- Maternity Leave
Equal opportunity
- NetVendor is an equal opportunity employer.
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