Customer Service Supervisor

Digi International (Digi) is a leading global provider of mission-critical and business-critical machine-to-machine (M2M) and Internet of Things (IoT) connectivity products and services. We help our customers create next generation connected products, deploy, and manage critical communications infrastructures in demanding environments. Our embedded modules and off-the-shelf routers, gateways and network products are designed for relentless reliability and deliver unquestioned performance and security. Our cloud-based software and professional services help customers put their connected products and assets to work across a broad range of mission-critical industry applications. Founded in 1985, we have helped our customers connect over 100 million things and growing.

Remote but would like Hopkins, MN area.

Position

The Customer Service Supervisor oversees the day-to-day operations of the Customer Operations team, with a focus on managing complex transactions related to subscriptions and renewals. This role is responsible for streamlining processes to enhance efficiency and scalability, ensuring that both customers and Customer Operations Representatives (CORs) have the tools and information needed to resolve issues effectively and make sound decisions. The supervisor is dedicated to achieving high levels of customer satisfaction by handling escalated customer complaints, resolving issues promptly, and escalating to management when necessary. Additionally, this position emphasizes team leadership, performance monitoring, and fostering a positive, collaborative work environment to deliver consistent and satisfactory service outcomes.

What You Will Do

• Lead and Support Customer Service Representatives: Supervise a team of representatives responsible for managing customer inquiries, including SaaS-related questions, responding to emails, processing subscription-based orders, and addressing customer concerns with professionalism and accuracy.
• Achieve and Maintain Service Levels: Monitor and ensure team performance meets or exceeds defined service level agreements (SLAs), including response times, order accuracy, and customer satisfaction, with a focus on the unique needs of SaaS order processing and subscription management.
• Manage and Develop Employees: Oversee scheduling, timekeeping, and attendance for staff, while providing regular coaching, training, and performance evaluations to drive individual and team success in a SaaS-driven customer service environment.
• Streamline SaaS Order Entry and Email Processes: Identify and implement improvements to workflows related to email response and SaaS order entry, focusing on automation and process optimization to enhance efficiency and scalability.
• Handle Escalations and Resolve Issues: Act as the point of contact for escalated customer issues, particularly for complex SaaS subscription or billing inquiries, working to resolve concerns quickly and effectively while maintaining a positive customer experience.
• Track and Report Key Metrics: Analyze team performance data, including SaaS order processing times, subscription management accuracy, and email response rates, to identify trends and recommend strategies for continuous improvement.
• Foster a Positive Team Environment: Cultivate an inclusive and supportive work environment by addressing team challenges, recognizing achievements, and promoting open communication, ensuring the team is equipped to manage the unique demands of SaaS customer service.

Who You Are and What You Bring:

Required:

• 5 years+ of Customer Service Experience (not just call center)
• Proactive Problem Solver: Demonstrates the ability to identify challenges and implement solutions independently, minimizing disruption to the team and customers.
• Process Improvement Champion: Proven track record of enhancing at least five systematic processes to improve team efficiency, streamline workflows, or reduce manual tasks, ultimately making direct reports jobs easier.
• NetSuite Expertise: Extensive experience with NetSuite or similar ERP systems, including optimizing features to simplify processes, scale operations, and reduce redundancies for the team, ideally with SaaS experience.
• Team-Centered Innovator: Proactively identifies opportunities to minimize repetitive work for direct reports through automation, resource reallocation, or refined workflows.
• Collaborative Team Player: Builds strong relationships across departments, fostering open communication and teamwork to ensure processes and improvements align with broader organizational goals.
• Effective Communicator: Clearly articulates improvements, expectations, and strategic plans to the team and stakeholders, ensuring alignment and engagement.
• Empowering Leader: Creates an environment where team members feel supported and equipped with tools, resources, and streamlined processes to excel in their roles.
• Reliable and Accountable: Delivers consistent results, meeting deadlines for process changes and holding the team to high standards of accountability and performance.
• Adaptable and Resilient: Excels in dynamic environments, adapting strategies to manage change while maintaining team productivity and morale.
• Customer-Focused: Deeply understands customer needs and ensures process improvements enhance the overall customer experience, aligning with service excellence goals.

Desired:

NetSuite other ERP System SuperUser experience is highly desired.

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $61,500 - $96,500. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate's relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.