Customer Service Representative supporting Employee Benefits consultants and clients over phone and email. Initial office - based role transitioning to hybrid after training and probation.
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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