ABOUT VEND

Vend is an integrated software, payments, and operations company revolutionizing how real estate owners, tenants, and visitors interact with parking. By combining the latest technology with a modern business model, we deliver transparency, efficiency, and smarter operations that enhance the parking experience while driving significant value for real estate owners. Our platform increases net operating income by optimizing asset performance, reducing costs, and providing a seamless, data-driven solution that meets the demands of today’s built world.

POSITION OVERVIEW

Vend is seeking a dynamic Customer Support Operations Manager to join our growing support team. If you’re passionate about delivering exceptional customer experiences, thrive in a fast-paced environment, and have a knack for operational excellence, this is the role for you. Reporting to the Head of Customer Support, you’ll enhance client experiences, optimize support processes, and drive operational improvements across our parking locations. You’ll also support day-to-day team management activities including performance development, goal setting, and mentoring team members to build a high-performing support organization. We’re looking for a proactive problem-solver who can elevate our support capabilities and push our customer success forward! This is a remote position with preference for East Coast candidates.

• Drive Client and Customer Satisfaction: Lead efforts to enhance client and customer experiences by leveraging technology, data, and creative problem-solving. Act as primary escalation point for complex issues and foster a culture of excellence across the support team.
• Team Management & Development: Support the Head of Customer Support with day-to-day team management, including performance reviews, goal setting, and career development planning. Mentor, coach, and empower team members to strengthen skills and build confidence while taking ownership of initiatives that enhance leadership capacity across the support organization.
• Launch & Onboarding Operations: Own the support workstream from post-signing through go-live, running readiness checklists, SLAs, macros, and agent enablement to ensure support-ready launches and seamless client transitions.
• Reporting & Data Insights: Build and maintain operational dashboards, publish weekly/monthly KPI reviews, and translate performance trends into actionable improvements for support operations.
• Governance & Process Management: Maintain SOPs, runbooks, and escalation pathways. Ensure procedures are documented and followed while driving continuous improvement initiatives to reduce reopen rates and improve CSAT.
• Knowledge & Quality Assurance: Expand and maintain the knowledge base and macros. Run a lightweight QA program with calibrations and targeted coaching to ensure consistent service quality.
• Support Tooling & Automation: Administer Intercom and IVR routing, tags, and workflows. Design no/low-code automations and bots that improve containment and reduce handle time while streamlining support operations.
• Cross-Functional Collaboration: Work closely with Engineering, Product, Field Operations, Sales, and Implementations to coordinate client onboarding, resolve technical escalations, and support retention efforts.
• Workforce & Capacity Planning: Partner with leadership on forecasting and scheduling to align staffing with demand, improve service levels, and optimize team performance.
• Continuous Improvement: Identify root causes, file and drive bugs/feature requests, and iterate on processes to enhance overall support effectiveness and customer experience.