Manager supporting the development and execution of strategic initiatives for client services at Bank of America. Engaging with stakeholders to improve operations and processes for optimal client experiences.
About the role
- Client Services Manager leading Tier 1/Tier 2 support teams for NetVendor. Responsible for customer service delivery, team performance, and process improvement.
Responsibilities
- Manage, coach, and develop a team of Tier 1/Tier 2 support
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions
- Monitor ticket queues and ensure proper workload distribution
- 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
- Foster a customer-centric culture of accountability, collaboration, and continuous improvement
- Track and report key support KPIs
- Implement corrective action plans when performance gaps are identified
- Identify operational risks and develop mitigation plans
- Identify workflow inefficiencies and recommend improvements
- Collaborate with Product and Engineering to address recurring issues
- Maintain and improve support documentation and knowledge base
- Support automation and self-service initiatives
Requirements
- Strong understanding of SaaS support models and subscription businesses
- Experience managing SLAs and performance metrics
- Technical aptitude and ability to understand software products
- Excellent leadership and coaching skills
- Strong analytical and reporting abilities
- Excellent written and verbal communication skills
- Strong organizational and problem-solving skills
- Financial acumen and budget management experience
- Proficiency in operational software and Microsoft Office Suite
- Ability to analyze data and make strategic decisions
- Experience in a high-growth SaaS startup (preferred)
- Familiarity with Agile environments (preferred)
- Experience with QA scorecards and support quality programs (preferred)
Benefits
- Medical, dental, and vision insurance
- HSA, FSA, and DCFSA
- Long- and short-term disability insurance
- Free basic life insurance
- Generous paid time off policy
- Paid holidays: 7 per year + 1 floating holiday
- Maternity Leave
- 401(k) with company match
- Employee Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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