Manager, Client Services Help Desk

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $73k - $91.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Liquidity Services

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

📦 Logistics

🏪 Marketplace

🛍️ eCommerce

Logistics • Marketplace • eCommerce

Liquidity Services is an online marketplace and asset recovery company that helps organizations monetize surplus, returned, obsolete and used assets through auctions, direct sales, and managed liquidation services. The company provides industrial, retail and government solutions including asset valuation, returns management, e-commerce seller self-service, and marketing to maximize recovery across hundreds of asset categories. Liquidity Services operates multiple marketplaces and platforms, serving thousands of sellers and millions of buyers worldwide to convert excess assets into cash.

📋 Description

• Lead, coach, develop, and manage Client Services Help Desk Representatives. • Establish performance expectations and monitor productivity, service levels, and quality standards. • Conduct performance discussions, training, and employee development activities. • Manage scheduling and coverage during operating hours. • Oversee phone, email, chat, and support request channels. • Ensure timely resolution of client inquiries, platform issues, and operational concerns. • Support auction creation, listing management, account access, bidder activity, asset removal, and marketplace functionality. • Serve as escalation point for complex client, bidder, and internal issues. • Manage production support and coordinate application, system, and operational issue resolution. • Partner with Product, Technology, and Infrastructure teams on recurring issues. • Conduct root cause analysis and recommend corrective actions. • Submit, track, and manage IT support requests and escalations. • Maintain support documentation, knowledge articles, workflows, and standard operating procedures. • Monitor help desk metrics and develop operational reports for leadership. • Identify workflow inefficiencies and implement process improvements. • Support change management and new system implementations. • Participate in user acceptance testing, process validation, and operational readiness activities. • Oversee client onboarding and web training programs. • Support Account Managers with account maintenance, process guidance, territory coverage, and operational requests. • Assist with client reactivation and account cleanup projects. • Manage Aged FSS initiatives and other operational support programs. • Coordinate client services, marketplace operations, and system enhancement projects. • Provide operational leadership during Account Manager absences and support business continuity. • Collaborate with Accounting, Sales Support, Product, Marketing, and Operations teams. • Responsible for hiring, performance management, employee development, and alignment with organizational objectives.

🎯 Requirements

• Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or related field preferred. • 5+ years of client service, operational support, help desk, or customer support experience. • 2+ years of leadership or team management experience preferred. • Experience supporting software applications, online marketplaces, or SaaS platforms preferred. • Experience with ticketing systems, client relationship management systems, and operational reporting. • Exceptional client service and relationship management skills. • Strong verbal and written communication abilities. • Advanced problem-solving and critical-thinking skills. • Experience managing escalations and complex client issues. • Process improvement and operational optimization experience. • Proficiency with Microsoft Office, Teams, SharePoint, and related business applications. • Strong analytical and reporting capabilities. • Proven ability to manage multiple priorities and deadlines. • Ability to lead teams in a fast-paced, service-oriented environment. • Strong attention to detail and commitment to quality. • Ability to influence and collaborate across departments. • Ability to make sound decisions with limited supervision. • High integrity, accountability, and professionalism. • Ability to effectively manage change and lead through ambiguity. • Reliable high-speed internet service and cellular phone coverage. • Quiet, distraction-free work environment during business hours. • Ability to communicate effectively via video, phone, and electronic communication.

🏖️ Benefits

• Annual discretionary bonus • Competitive wages • Healthcare (medical, dental, vision, prescription drugs, FSAs) • 401(k) plan • Paid time off (PTO) and holidays • Paid parental leave • Life and disability insurance • Employee Assistance Program (EAP) • Professional development and tuition assistance • Occasional travel for meetings, training, or business needs (up to 10%)