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B2B SaaS Operations and Support Manager

2 months ago

Valley Stream, New York, United States Spring Systems Full time
Job Overview

We are seeking a skilled Operations and Support Manager to join our dynamic team at Spring Systems. This role is pivotal in overseeing our web-based SaaS (Software as a Service) platform that facilitates order and logistics transactions between clients and their B2B partners.


Benefits:
  • 401(k) plan
  • 401(k) matching contributions
  • Performance-based bonuses
  • Comprehensive health insurance
  • Generous paid time off

Our company has a rich history of delivering technical solutions to the retail, fashion, and wholesale sectors. We are dedicated to fostering robust business relationships with our clients, enabling them to strengthen their connections with leading retail brands.


Key Advantages:
  • Attractive base salary
  • Incentive opportunities linked to performance
  • Retirement savings plan
  • Health coverage
  • Paid leave
Core Responsibilities:
  • Lead a team of 5-10 operations staff
  • Assist with incoming customer inquiries
  • Facilitate training for new clients
  • Ensure the effective processing of billable customer support tasks
  • Oversee the operation of our SaaS platform
  • Manage the customer ticketing system for transaction discrepancies and support requests
  • Enhance customer satisfaction
  • Boost operational productivity
  • Optionally supervise the new customer onboarding team
Qualifications:
  • Bachelor's degree or higher
  • Proven experience in staff management
  • Strong communication skills
  • Exceptional problem-solving capabilities
  • Willingness to commute or relocate
  • Availability for Monday to Friday work schedule
Preferred Skills:
  • Experience in SaaS or related fields
  • Track record of performance measurement and improvement
  • Team-oriented mindset
  • Analytical thinking
  • Detail-oriented approach
  • Customer-centric attitude
Valued Traits:
  • Collaborative, analytical, detail-oriented, and customer-focused

We also offer flexible work-from-home options to accommodate our employees' needs.