Client Services Department Manager

About NetVendor
NetVendor 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 Role
The 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 Responsibilities
Team Leadership & Supervision

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

Performance Management & Metrics

Track and report key support KPIs

Implement corrective action plans when performance gaps are identified

Identify operational risks and develop mitigation plans

Process & Continuous Improvement

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

Qualifications

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)

Education & Experience

Bachelor’s degree in business administration, Operations Management

5+ years of experience in customer support, preferably SaaS

3+ years of experience managing frontline support teams

Benefits Package

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

NetVendoris 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.

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