Customer Service Lead

Job description

About NetVendor NetVendor is a leading B2B SaaS company specializing in vendor compliance, maintenance management, and property management solutions. Our platform helps property management companies (PMCs) streamline vendor credentialing, mitigate risk, and optimize maintenance workflows. By integrating compliance and maintenance automation, we enable PMCs to improve operational efficiency, reduce costs, and ensure regulatory adherence. About the Role This position will fill the 5AM to 1:30 PM shift. The Customer Service Lead provides daily direction and communication to Customer Service Representatives and helps to manage the workload for the whole team. They are responsible for leading the team by training, counseling, and problem solving. We are looking for someone to join us on-site in our Tualatin office. The ideal candidate will have at least one year of experience in customer service at NetVendor, though we are willing to consider less if the fit is right. Responsibilities Provide real-time support and guidance to Customer Service Representatives during their calls or interactions. Handle escalated customer inquiries and issues at the supervisor level, ensuring prompt and professional resolution. Manage administrative tasks such as deleting subscriptions, updating risk categories, processing refund requests, and conducting manual TIN/background checks. Monitor daily call volume, service levels, and other KPIs to ensure SLAs are met or exceeded. Assist in developing and implementing customer service policies and procedures to enhance the customer experience. Identify process inefficiency opportunities for proposed improvements for better team productivity and customer satisfaction. Cross collaboration with other departments (e.g., processing, Product) to resolve issues and improve workflows. Serve as a point of contact for internal escalations and cross-departmental collaboration. Perform any additional responsibilities or projects as assigned by leadership. Qualifications Strong verbal and written communication skills with a demonstrated ability to deliver high-quality service in a customer-focused environment Positive, professional demeanor and leadership presence, including the ability to handle confidential information with discretion and professionalism Proven experience in leading or mentoring a team Proficient in Microsoft Word, Excel, and Outlook, and comfortable using chat platforms and customer service software Strong analytical and critical thinking skills with a proactive, solution-driven mindset Ability to troubleshoot, problem solve, prioritize tasks, and make sound decisions independently Adaptable and able to work effectively in a fast-paced, metric-driven environment Strong interpersonal skills including active listening, setting clear expectations, and providing constructive feedback NetVendor’s 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 NetVendor 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.