Customer Service Specialist – Vendor Management Full Time NEW

ABOUT WISEMONK:

Wisemonk is India’s leading Employer of Record (EOR) platform. We enable global companies to hire, pay, and manage employees in India — without setting up a local entity. Our platform handles payroll, HR, compliance, and recruitment end-to-end, giving our clients everything they need to build and scale India teams with confidence.

We work with a diverse range of global companies — from large enterprises across the US, Middle East, and Europe, to high-growth startups at every stage of their journey. What sets us apart is our obsessive focus on incorporating AI across the entire employee and customer lifecycle, creating better outcomes for the teams we serve.

We are a fast-growing company with a young, driven team that takes ownership early, moves quickly, and builds with purpose. If you want to work at the intersection of HR, technology, and global business — and have real impact from day one — Wisemonk is the place for you.

THE ROLE:

As a Customer Service Specialist in Vendor Management, you will own the network of third-party vendors that power the non-payroll side of our EOR delivery — equipment providers, insurance brokers, background verification (BGV) agencies, office space partners, employee prepaid card vendors, and more. You will be responsible for sourcing, onboarding, managing, and holding these vendors accountable, while acting as the primary coordination point for clients on all service delivery requests.

This is a relationship-heavy, detail-oriented role that sits at the intersection of vendor operations and client communication. You will work closely with HR Ops, Customer Success, and Payroll teams to ensure every service we commit to our clients is delivered reliably and on time. If you are highly organised, comfortable managing multiple vendors and stakeholders simultaneously, and take pride in operational excellence — this role is for you.

WHAT YOU’LL DO:

Vendor Management

• Own the end-to-end vendor lifecycle — sourcing, onboarding, contracting, performance monitoring, and renewal across all service categories
• Manage relationships with vendors across equipment supply, group health and life insurance, BGV agencies, office space providers across India, and employee prepaid card programmes
• Negotiate contracts and SLAs that protect Wisemonk’s interests and deliver value to clients and employees
• Monitor vendor performance continuously — track SLA adherence, escalate failures, and drive resolution
• Evaluate the vendor landscape regularly and recommend replacements or new partnerships where better options exist
• Maintain a centralised vendor register — contracts, renewal dates, SLAs, performance records, and escalation contacts

Equipment & Services Coordination

• Coordinate equipment procurement for new hires — laptops, peripherals, and accessories — working with vendors to ensure delivery on or before day one
• Manage the full asset lifecycle — procurement, tracking, return logistics, and redeployment during offboarding
• Oversee office space arrangements for placed employees across India, coordinating with co-working space and managed workspace vendors
• Manage the employee prepaid card programme — vendor coordination, card issuance, top-ups, and query resolution

Insurance & BGV Administration

• Coordinate group health and life insurance enrolments — additions, deletions, endorsements, and claims support in partnership with insurance brokers
• Ensure all placed employees are enrolled and covered accurately from their start date; proactively flag gaps
• Own the BGV process — coordinate with verification agencies, track completion timelines, and communicate outcomes to clients and HR Ops
• Maintain accurate records across insurance and BGV, ensuring nothing is missed or delayed

Client Communication & Coordination

• Act as the primary point of contact for clients on all vendor-related service requests — equipment, insurance, BGV, office space, and prepaid cards
• Set clear expectations with clients on timelines and deliverables, and follow through without being chased
• Handle employee queries related to equipment status, insurance coverage, BGV progress, and card services — promptly and professionally
• Coordinate across HR Ops, Payroll, and Customer Success to ensure vendor-dependent tasks are completed on time and don’t block onboarding or delivery
• Proactively communicate updates, delays, or risks to clients and internal stakeholders — no surprises

WHAT YOU BRING:

• 2–4 years of experience in vendor management, procurement, operations, or a client-facing coordination role
• Demonstrated experience managing third-party vendors — contract administration, SLA tracking, and performance management
• Excellent communication skills — clear, professional, and responsive with both vendors and clients
• Strong organisational skills — you can track multiple open items across different vendors, clients, and timelines without losing the thread
• Familiarity with insurance administration, BGV processes, equipment procurement, or managed workspace coordination is a strong advantage
• Proactive and solution-oriented — you identify problems early and resolve them before they impact clients or employees
• Proficiency in Google Workspace or Microsoft 365; experience with vendor or procurement management tools is a plus

WHY WISEMONK:

• Own a critical function — vendor management is core to our service delivery, and you will have real accountability and visibility
• Breadth of exposure — work across insurance, BGV, equipment, office spaces, and fintech products all in one role
• Client-facing impact — you will interact directly with global clients and see the downstream effect of your work on employee experience
• AI-enabled operations — we invest in tooling to reduce manual coordination so you can focus on relationships and quality
• Clear growth path — into senior vendor management, operations leadership, or category specialisation as we expand