Hybrid Customer Support Manager

at NetVendor

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Tualatin, United States

About the role

• Customer Support Manager at NetVendor managing support operations for client success. Drive operational excellence and client relationship management in a hybrid setting.

Responsibilities

• Develop comprehensive understanding of NetVendor's products and its applications to better support clients and internal teams
• Manage and optimize the customer support function, ensuring timely and accurate handling of requests, tickets, and escalations
• Maintain and grow client relationships while ensuring their needs are met effectively
• Address and resolve any issues or concerns that arise, ensuring satisfaction and smooth operations
• Manage client expectations and align them with company capabilities to ensure realistic goals and successful outcomes
• Monitor and report on operational KPIs including response time, resolution rate, retention, and customer satisfaction
• Develop and implement process improvements to enhance service delivery and client experience
• Collaborate closely with the Customer Relationship Managers to align service delivery with customer expectations and overall customer health
• Use analytics to identify recurring issues and propose long-term solutions
• Own the customer feedback and review process, driving improvements based on insights
• Additional responsibilities as assigned

Requirements

• At least two years of experience in customer support, operations, or service delivery
• Strong communication skills—both written and verbal—with excellent presentation and active listening abilities
• Analytical and process-oriented mindset with experience reading and interpreting customer health metrics and service dashboards
• Detail-oriented with strong problem-solving and critical thinking skills; ability to troubleshoot issues and work through configuration problems
• Proficient with Microsoft Office (Word, Excel, Outlook) and able to quickly learn new software systems; experience with SaaS or property management platforms preferred
• Comfortable with basic IT concepts including user permissions and role-based access systems
• Ability to prioritize effectively and perform under pressure in a fast-paced environment while maintaining quality assurance standards
• Strong interpersonal and collaboration skills with the ability to set expectations, provide and receive feedback, and work across teams
• Self-motivated and independent; comfortable working both autonomously and as part of a collaborative team
• Experience creating training materials or developing content a plus

Benefits

• Medical, Dental, and Vision Insurance including HSA Option
• Short-term disability insurance
• Basic life insurance
• 7 paid holidays
• 401(k) with company match
• Maternity leave
• Employee Assistance Program