Customer Service Lead - Floater

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

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.