Customer Support Manager

Vertice Technology Inc; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A growing technology company in London is seeking a Customer Support Manager to build and scale a customer-centric support function. The ideal candidate will have proven experience in a Series B or later-stage SaaS company and expertise in leveraging AI and automation in support roles. This position involves developing support strategies, leading a customer-focused team, and driving continuous improvement. Flexible hybrid working options are available.

Benefits

Equity options

Innovative company culture

Growth mindset and collaboration

Qualifications

• Proven experience in a Series B+ SaaS company.
• Strong background in AI- and automation-driven support models.
• Analytical mindset with experience in building data-led performance frameworks.

Responsibilities

• Develop and execute a support strategy to scale.
• Leverage AI and automation to enhance customer experience.
• Oversee support operations to include onboarding teams.
• Hire and develop a high-performing customer-focused team.
• Use analytics to drive improvements in customer satisfaction.

Skills

Experience scaling support or customer operations

AI and automation knowledge

Cross-functional team building

Strong communication

Job description

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Vertice was launched in 2022 to build a new way to manage SaaS and cloud spend. One that's fair, totally transparent, and designed for modern businesses. Today, Vertice has processed over $10 billion in spend and serves hundreds of customers across more than 30 countries. We are headquartered in London with offices across the world including New York, Brno, Sydney, Johannesburg and Singapore.

And we're just getting started. Founded by successful serial entrepreneurs Roy Tuvey and Eldar Tuvey, Vertice is on an incredible growth trajectory. We've seen a remarkable 13X revenue growth in two years, resulting in us being named as 2025's fastest-growing startup in the UK by the FT's Sifted, and as fourth in Europe. Following our Series C investment round, we have secured over $100 million in funding from leading investors including Bessemer Venture Partners, 83North and Lakestar, and are expanding our reach across regions and product lines.

Are you ambitious? Do you want to make an impact and be part of a highly talented and driven team? Come and join us on this journey to build a new way to manage technology spend and simplify procurement.

We are seeking a Customer Support Manager to build and scale a world-class, customer-centric support function. Vertice currently handles around 75 support tickets per month, with a small but growing customer base and one direct report in place. As we expand globally, we need someone who has scaled a modern, efficient support organisation.

This position will lead our customer support function today and will evolve to include Advice & Guidance and potentially Onboarding teams as we continue to grow. The ideal candidate will have experience in a Series B or later-stage SaaS company, scaling a support or customer operations function that leverages AI, automation, and data to deliver excellence at scale.

Key Responsibilities

1. Build and Scale Support Operations

• Develop and execute a support strategy that scales efficiently as Vertice grows.
• Implement tools and processes that enable fast, high-quality, data-driven customer support.
• Establish SLAs, escalation processes, and reporting frameworks to ensure consistency and accountability.

2. Introduce Modern, AI-Driven Capabilities

• Leverage AI and automation to streamline workflows, improve self-service, and enhance customer experience.
• Evaluate and implement technologies such as AI chatbots, intelligent routing, and dynamic knowledge bases.

3. Expand the Function's Scope

• Oversee the evolution of the support organisation to include Advice & Guidance and potentially Customer Onboarding teams.
• Build playbooks and structures for proactive customer enablement and product adoption.
• Collaborate with Success and Product teams to ensure smooth handoffs between onboarding, guidance, and support.

4. Lead, Mentor, and Grow the Team

• Hire and develop a high-performing, customer-obsessed team.
• Set clear goals, provide regular coaching, and build a strong operational and customer-focused culture.

5. Drive Continuous Improvement

• Use analytics and customer insights to identify patterns, reduce friction, and improve customer satisfaction.
• Partner with Product and Engineering to prioritise fixes and enhancements based on real-world customer data.

Ideal Background

• Proven experience scaling a support or customer operations function in a Series B+ SaaS company.
• Strong background in AI- and automation-driven support models.
• Demonstrated success building cross-functional teams that include support, onboarding, or customer enablement.
• Comfortable with both hands‑on management and strategic leadership.
• Analytical mindset with experience in building data-led performance frameworks.
• Passionate about customer experience and operational excellence.
• Based in London (3/4 days a week in our London office)

The Right Person for Vertice

We're looking for someone who is:

• A builder and innovator - thrives on designing systems that scale.
• Tech-forward, eager to integrate AI and modern tooling to deliver better outcomes.
• A strong communicator who can bridge customer experience with operational rigour.
• Energised by the idea of building a multi-functional customer operations organisation that grows alongside the company

Why join Vertice?

• Be a part of a fast-growing, innovative startup that is changing the way businesses buy and sell SaaS.
• Work with passionate and talented teams that value your contributions and expertise.
• Be part of a culture that promotes a growth mindset, transparency, collaboration, understanding and diversity.
• Share in our success with equity options.

#LI-Hybrid

Final things to note

Vertice is an equal opportunities employer, although you must be legally able to work in the specified region of the job, and any data you provide us will be stored and disseminated in accordance with Vertice's privacy policy.

We like to deal directly with our candidates so no agencies please!

If you aren't sure this job applies to you, feel free to send your CV to [e-mail], and we'll be happy to take a look and see if you could be a good fit anywhere else in our business!