Client Operations Specialist

Virtualstock Limited; Reading; Hybrid; GBP 25,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Virtualstock Limited is seeking a proactive support/customer success professional to onboard suppliers onto our SaaS platform and provide ongoing production support. You will train suppliers, assist with integrations, and manage day-to-day issues while building strong client relationships.

You will work cross-functionally with Product and Engineering to improve processes, documentation, and the overall customer experience in a hybrid UK-based role.

Qualifications

• 1+ years of relevant experience within Support, Project Management or Customer Success within a SaaS business.
• Proven track record of success in a customer-facing role.
• Ability to manage multiple projects at the same time.
• Proven experience in documenting and refining processes.
• Ability to operate very effectively both independently and within a team.
• Takes initiative, is intellectually curious, and has a desire to learn.

Responsibilities

• Onboard and support suppliers using Virtualstock’s SaaS platform from setup to production support.
• Provide platform training and assist with technical integrations.
• Handle day-to-day production support, troubleshoot issues, and manage incidents/escalations.
• Attend and manage weekly calls with clients to provide ticket/status updates.
• Collaborate cross-functionally with Product and Engineering to improve processes and documentation.

Skills

Customer facing

Project management

Documentation

Communication

Teamwork

Initiative

Technical aptitude

Tools

APIs

Job description

About Virtualstock, a Logicbroker company.

We are an Agentic Commerce Orchestration Engine helping enterprise retailers, brands, suppliers, and distributors connect and grow. Our Intelligent Commerce Network powers over $10B in GMV for global leaders like Samsung, Walgreens, and Home Depot by automating the entire process from discovery to doorstep and stock to dock. We make products discoverable, shoppable, fulfillable, and returnable so our clients can grow faster, delight customers, and run smarter operations.

Virtualstock, a Logicbroker company, is seeking a high-energy, results-oriented sales professional to join our Enterprise Sales Team in the UK. Drive digital and eCommerce supply chain innovations across some of the largest and most notable brands across retail, consumer goods, health & wellness, electronics and B2B businesses. Use your business acumen and consultative skills to build pipeline, close high-value deals, and deliver innovative solutions.

Job Summary

Reporting to the Manager of Client Operations, you will be responsible for onboarding and supporting suppliers using Virtualstock’s SaaS platform, ensuring a seamless experience from initial setup and integration through to ongoing production support.
You will guide suppliers through onboarding, provide platform training, support technical integrations, and provide day-to-day production support for live suppliers and customers. This includes troubleshooting platform, order, integration and data-related issues, managing incidents and escalations, and taking ownership of issues through resolution while keeping customers informed.
You’ll also build strong relationships with suppliers and customers, work cross-functionally with Product and Engineering, and identify opportunities to improve processes, documentation and the overall customer experience

What You’ll Do:

• Manage the complete supplier onboarding process from initial engagement through to completion. This involves being on hand to support with any testing required to ensure a seamless setup.
• Serve as the primary point of contact for customers, providing assistance with day-to-day inquiries, escalated issues, and ad-hoc requests through. You will become responsible for attending and managing weekly calls with clients to provide updates on ticket statuses.
• Identify, triage, and elevate complex issues to the appropriate teams within the organisation to ensure timely resolution. You will also be expected to put together documentation such as new feature work instructions, how to guides/frequently asked questions.
• Collaborate cross-functionally with internal departments to complete tasks and initiatives that support customer satisfaction and operational efficiency. Work with the Service Desk to provide additional support for BAU requests and incidents and ensure responses are carried out within stipulated SLA's

What We Need:

• 1+ years of relevant experience within Support, Project Management or Customer Success within a SaaS business
• Proven track record of success in a customer-facing role
• Ability to manage multiple projects at the same time
• Proven experience in documenting and refining processes
• Ability to operate very effectively both independently and within a team
• Takes initiative, is intellectually curious, and has a desire to learn
• Superb communication and interpersonal skills
• Proven track record of working with both fast-paced and slower-paced customers, demonstrating how you respond to different working paces.
• Technically savvy; understand and have a desire to learn about Virtualstock’s technology e.g., APIs quickly

Why Us:

Mission-Driven Culture:

Be part of a company transforming digital commerce through innovation and agility—your work directly shapes how global brands connect with customers.

Collaborative, No-Ego Environment:

We believe the best ideas win, not the loudest voices. You’ll work alongside teammates who challenge and support each other.

Hybrid Flexibility with High-Performance Energy:

Whether remote or in-office, we foster autonomy and accountability—because we trust you to own your success.

Leadership That Listens:

Our executives are not just accessible—they’re invested in your growth, open to your ideas, and committed to building a company where people thrive.

Celebrated Wins, Shared Learnings:

From team offsites to Slack shoutouts, we celebrate progress and learn from setbacks together