{"id":1048625,"url":"https://alion.io/job/netvendor-customer-service-lead","title":"Customer Service Lead","company":{"id":445254,"name":"Netvendor","domain":"netvendor.com","url":"https://alion.io/company/netvendor","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-07-21T00:00:00Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-10-21T06:09:41Z","board_verified":true,"closed_at":null,"days_open":92,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":92},"description":"About NetVendor\nNetVendor 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.\nAbout the Role\nThis position will fill the 5AM to 1:30 PMshift. 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.\nWe 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.\nResponsibilities\nProvide real-time support and guidance to Customer Service Representatives during their calls or interactions.\nHandle escalated customer inquiries and issues at the supervisor level, ensuring prompt and professional resolution.\nManage administrative tasks such as deleting subscriptions, updating risk categories, processing refund requests, and conducting manual TIN/background checks.\nMonitor daily call volume, service levels, and other KPIs to ensure SLAs are met or exceeded.\nAssist in developing and implementing customer service policies and procedures to enhance the customer experience.\nIdentify process inefficiency opportunities for proposed improvements for better team productivity and customer satisfaction.\nCross collaboration with other departments (e.g., processing, Product) to resolve issues and improve workflows.\nServe as a point of contact for internal escalations and cross-departmental collaboration.\nPerform any additional responsibilities or projects as assigned by leadership.\nQualifications\nStrong verbal and written communication skills with a demonstrated ability to deliver high-quality service in a customer-focused environment\nPositive, professional demeanor and leadership presence, including the ability to handle confidential information with discretion and professionalism\nProven experience in leading or mentoring a team\nProficient in Microsoft Word, Excel, and Outlook, and comfortable using chat platforms and customer service software\nStrong analytical and critical thinking skills with a proactive, solution-driven mindset\nAbility to troubleshoot, problem solve, prioritize tasks, and make sound decisions independently\nAdaptable and able to work effectively in a fast-paced, metric-driven environment\nStrong interpersonal skills including active listening, setting clear expectations, and providing constructive feedback\nNetVendor’s Benefits Package\nMedical, dental, and vision insurance\nHSA, FSA, and DCFSA\nLong- and short-term disability insurance\nFree basic life insurance\nGenerous paid time off policy\nPaid holidays: 7 per year + 1 floating holiday\nMaternity Leave\n401(k) with company match\nEmployee Assistance Program\nNetVendor is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where everyone can thrive. 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