Hybrid Customer Support Manager

Posted 3 weeks ago

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About the role

  • 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

Job title

Customer Support Manager

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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