Customer Support Manager bei NetVendor

NetVendor 

NetVendor is dedicated to leveraging the power of the Internet to revolutionize the property management and vendor credentialing process. Our unique one-of-a-kind solution, NetVendor Compliance, helps property management companies, vendors and contractors become more efficient by streamlining, organizing and managing these processes online with our proprietary innovative compliance solution. Additionally, with our fully digital property maintenance platform, NetVendor Maintenance, PMCs can streamline their entire maintenance workflow and get insights into every aspect of the process. 

About the Role

We’re looking for a Customer Support Manager who can be a vital resource for our Operations team. We need someone who can be the backbone of our client success strategy. In this role, you'll build deep product expertise while managing our support operations end-to-end—from ticket handling and issue resolution to process optimization and customer satisfaction. This is a pivotal position for someone who thrives on solving problems, building strong client relationships, and driving operational excellence that directly impacts customer retention and satisfaction.

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

Who We’re Looking For

We’re looking for someone who has at least two years of experience in customer support, operations, or service delivery. You may be a good fit for this role if you meet many of the following qualifications:
 

• 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

Performance Metrics

The Customer Support Manager is evaluated on the following performance metrics:

• Customer retention rate and client health score
• Average response and resolution time
• Customer satisfaction (CSAT) and review ratings
• Operational efficiency and process improvements
• Note: These metrics are subject to change from time to time with appropriate advanced notice.

NetVendor’s Benefits Package

• 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