Customer Support Manager

NetVendor

1d•Remote

About The Position

As a Customer Support Manager at NetVendor, you will serve as one of the primary points of contact for our clients, building strong relationships while managing their day-to-day needs and ensuring their success with our platform. You will collaborate across internal teams to resolve issues, align client expectations with company capabilities, and drive client retention through proactive support and strategic problem-solving. This role requires someone who thrives in a fast-paced, metric-driven environment and can balance multiple priorities while maintaining exceptional service standards. You will also play a key role in analyzing compliance data and working cross-functionally to improve outcomes and deliver successful project implementations. If you are solutions-oriented, enjoy building relationships, and excel at turning challenges into opportunities, this role is for you.

Requirements

Basic computer knowledge and experience using Microsoft Word, Excel, and Outlook
Basic level of experience with email and chat technologies
Solutions oriented with strong and creative critical thinking skills
Able to troubleshoot, problem solve, make logical decisions, and set priorities
Able to work effectively under pressure
Ability to work in a fast-paced, metric-driven environment with the ability to multi-task
Strong written and verbal communication skills
Strong presentation skills, critical thinking skills, and the ability to work independently
Strong interpersonal skills including active listening, providing and receiving feedback, setting expectations, etc.
High School diploma or GED
1-2 years of Customer Service experience

Responsibilities

Manage day-to-day communication with our clients and collaborate with internal teams as needed to process client requests
Build relationships with our clients to ensure NetVendor is providing the right support to retain clients
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
Work closely with other departments to gather information and ensure projects are delivered successfully
Analyze reports to pinpoint factors contributing to low compliance, with the objective of enhancing overall compliance rates
Additional responsibilities as assigned