Remote SaaS Customer Service Supervisor

Digi International; Hopkins (MN); Hybrid; USD 62.000 - 97.000; Vollzeit

Benefits dieser Stelle

Hybrid work environment

Stock awards

Paid parental leave

Open PTO

Zusammenfassung

Digi International, a global provider of IoT connectivity, seeks a Customer Service Supervisor in Hopkins, MN. You will lead the Customer Operations team, manage SaaS subscriptions, and improve processes to boost efficiency and customer satisfaction.

The role emphasizes coaching, SLA delivery, and strong NetSuite/ERP experience in a SaaS environment. Hybrid work arrangement and a competitive total rewards package are offered, with a base pay range of $61,500–$96,500 annually.

Qualifikationen

• 5+ years of Customer Service experience (not just call center).
• NetSuite expertise or similar ERP systems experience.
• Experience leading a team and coaching staff.
• Proven ability to improve processes and reduce manual work.
• Experience with SaaS order processing and subscription management is a plus.

Aufgaben

• Lead and supervise the Customer Operations team handling SaaS subscriptions and renewals.
• Monitor SLAs, response times, order accuracy, and customer satisfaction.
• Schedule, timekeeping, and performance evaluations for staff; provide coaching.
• Streamline email responses and SaaS order entry through automation and workflow improvements.
• Handle escalations and resolve complex subscription or billing inquiries.
• Track metrics and report on team performance to drive improvements.
• Foster an inclusive, collaborative, high-performing team environment.

Kenntnisse

NetSuite

Customer service

Leadership

Process improvement

ERP systems

SaaS

Collaboration

Jobbeschreibung

Digi International, a global provider of IoT connectivity, seeks a Customer Service Supervisor in Hopkins, MN. You will lead the Customer Operations team, manage SaaS subscriptions, and improve processes to boost efficiency and customer satisfaction.

The role emphasizes coaching, SLA delivery, and strong NetSuite/ERP experience in a SaaS environment. Hybrid work arrangement and a competitive total rewards package are offered, with a base pay range of $61,500–$96,500 annually.