SaaS Customer Service Lead - NetSuite Expert (Remote)

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

Benefits dieser Stelle

Short-term incentive

Stock award

Paid parental leave

Open PTO

Hybrid work

Zusammenfassung

Digi International, based in Hopkins, MN, is seeking a Customer Service Supervisor to lead the Customer Operations team. You will oversee SaaS subscription management, escalated issues, and ensure high customer satisfaction while driving scalable processes.

This role emphasizes coaching, performance monitoring, and implementing workflows that improve order entry and email handling. NetSuite expertise and ERP experience are highly valued as we maintain reliable service and strong metrics.

Qualifikationen

• 5+ years of customer service experience (not just call center).
• Proactive problem solver with independent issue resolution.
• Proven track record of improving processes to increase efficiency.
• Extensive NetSuite or similar ERP experience.
• Ability to drive automation and reduce manual tasks.

Aufgaben

• Supervise a team handling SaaS inquiries, emails, and subscription orders.
• Monitor SLAs, response times, order accuracy, and customer satisfaction.
• Coach and develop employees, manage scheduling and attendance.
• Streamline SaaS order entry and email workflows for efficiency.
• Handle escalated issues and billing inquiries promptly.
• Track metrics and report on performance data.
• Foster a positive, collaborative team environment.

Kenntnisse

Customer service experience

Proactive problem solving

Process improvement

NetSuite expertise

ERP systems experience

Tools

NetSuite ERP

Jobbeschreibung

Digi International, based in Hopkins, MN, is seeking a Customer Service Supervisor to lead the Customer Operations team. You will oversee SaaS subscription management, escalated issues, and ensure high customer satisfaction while driving scalable processes.

This role emphasizes coaching, performance monitoring, and implementing workflows that improve order entry and email handling. NetSuite expertise and ERP experience are highly valued as we maintain reliable service and strong metrics.