Client Services Department Manager

Client Services ManagerNetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust.About the RoleThe Client Services Manager is responsible for overseeing daily business operations to ensure efficiency, productivity, and profitability. This role manages processes, teams, and resources to support company goals and drive continuous improvement. Additionally, this individual is responsible for leading a team to deliver exceptional customer service and technical support. This role ensures daily support operations run efficiently, service levels are met, and customers receive timely, high-quality resolutions. The ideal candidate is data-driven, customer-focused, and experienced in managing cross-functional support teams.Key ResponsibilitiesTeam Leadership & SupervisionManage, coach, and develop a team of Tier 1/Tier 2 supportConduct regular 1:1 meetings, performance reviews, and coaching sessionsMonitor ticket queues and ensure proper workload distributionSupport onboarding and training of new team membersDevelop and implement operational policies and proceduresMonitor performance metrics and KPIs to drive efficiency and qualityIdentify areas for process improvement and implement solutionsFoster a customer-centric culture of accountability, collaboration, and continuous improvementPerformance Management & MetricsTrack and report key support KPIsImplement corrective action plans when performance gaps are identifiedIdentify operational risks and develop mitigation plansProcess & Continuous ImprovementIdentify workflow inefficiencies and recommend improvementsCollaborate with Product and Engineering to address recurring issuesMaintain and improve support documentation and knowledge baseSupport automation and self-service initiativesQualificationsStrong understanding of SaaS support models and subscription businessesExperience managing SLAs and performance metricsTechnical aptitude and ability to understand software productsExcellent leadership and coaching skillsStrong analytical and reporting abilitiesExcellent written and verbal communication skillsStrong organizational and problem-solving skillsFinancial acumen and budget management experienceProficiency in operational software and Microsoft Office SuiteAbility to analyze data and make strategic decisionsExperience in a high-growth SaaS startup (preferred)Familiarity with Agile environments (preferred)Experience with QA scorecards and support quality programs (preferred)Education & ExperienceBachelor's degree in business administration, Operations Management5+ years of experience in customer support, preferably SaaS3+ years of experience managing frontline support teamsNetVendor's Benefits PackageMedical, dental, and vision insuranceHSA, FSA, and DCFSALong- and short-term disability insuranceFree basic life insuranceGenerous paid time off policyPaid holidays: 7 per year + 1 floating holidayMaternity Leave401(k) with company matchEmployee Assistance ProgramNetVendor is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where everyone can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy or related conditions, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.