Customer Support Manager (SaaS)

Vatix; Greater London; On-site; GBP 55,000 - 60,000; Full time

Benefits offered by this job

25 days leave

Pension plan

Private health insurance

Training budget

Latest equipment

Free fruit & drinks

Southwark office

Job summary

Vatix in London is seeking a hands-on Head of Support to build and lead a small team of three while owning service delivery and process design.

You will manage the queue across phone, email and chat, partner with engineering to prioritise fixes, and shape our HubSpot Service Hub usage and internal admin platform.

This is a new role reporting to the CEO with a clear path to Head of Support and a chance to influence how we support customers across health and safety and governance.

Qualifications

• 3+ years in customer or technical support for a software, SaaS or technical product.
• Experience leading others, formally or informally.
• Strong technical troubleshooting across web apps, mobile apps and connected devices.
• Track record of designing or improving processes.
• Comfortable using data to run a team.
• Excellent communication with customers and senior stakeholders.
• Ambitious, organised and ownership-driven.

Responsibilities

• Leading, coaching and developing the team, and helping hire as it grows.
• Overseeing the support queue across phone, email and chat, handling tickets yourself and leading on escalated issues.
• Owning response and resolution times, and reporting on support performance.
• Working with engineering to diagnose, prioritise and fix bugs.
• Reviewing and improving how we serve customers from onboarding to offboarding.
• Designing processes for our IoT safety devices, including inventory, stock, shipping and returns.
• Collaborating with other teams on device handling across the business.
• Shaping the internal admin platform and optimising HubSpot Service Hub usage.
• Working with the product team to maintain the help centre and enable self-help for customers.
• Spotting patterns in issues and feeding insights into the product roadmap.

Skills

Team leadership

Customer support

Technical troubleshooting

Data-driven leadership

Stakeholder management

Tools

HubSpot Service Hub

CRM systems

Inventory management

Job description

Location: London, SE1 (Metal Box Factory, Great Guildford Street). Office-based, five days a week

Type: Full time, permanent. This is a new role

Salary: £55,000 to £60,000 depending on experience

Reports to: CEO

About Vatix

Vatix is a platform that changes how organisations manage risk, governance and compliance. Our customers use it to capture what is happening on the front line, route it to the right people, track actions through to completion, run audits and inspections, manage policies and documents, and report on all of it in one place. It replaces the paper, spreadsheets and disconnected systems many organisations still rely on, across health and safety, quality, healthcare and wider operations.

Alongside the platform, we provide connected devices, including lone worker safety alarms and asset tags, with 24/7 monitoring of safety alerts by a BS 8484 accredited alarm receiving centre.

Our customers include Intel, Siemens, the NHS, the University of Oxford and Wren Kitchens. We are profitable, independently owned and growing, with our commercial team in London and our engineering and product team in Kraków.

About the role

This is a new role, not a replacement. Our support function has grown with the business, and we now want someone to lead it, decide how it should work, and build it as we grow.

You will lead a team of three: two customer support specialists and a technical support specialist who triages issues within our engineering team. You will be a player-manager, working the queue as well as leading it.

You will also shape the tools the team uses. We run HubSpot Service Hub as our CRM and ticketing system, alongside an internal admin platform we built so support can take action in the product on customers' behalf. Our engineers release new features for it regularly, and you will play a central part in deciding what comes next.

There is a clear path to Head of Support as the team grows. The role suits someone ambitious who relishes building both a team and the way it works.

What you will be doing

• Leading, coaching and developing the team, and helping hire as it grows
• Overseeing the support queue across phone, email and chat, handling tickets yourself and leading on escalated issues
• Owning our response and resolution times, and reporting on support performance
• Working with engineering to get bugs diagnosed, prioritised and fixed
• Reviewing and improving how we serve customers across their time with us, from onboarding with Customer Success through to offboarding
• Designing the processes for our IoT safety devices, covering physical inventory, stock management, shipping and customer returns
• Working with other teams to agree the best way to handle devices across the business
• Shaping the future of our internal admin platform and getting the most from HubSpot Service Hub
• Working with our product colleague who manages the help centre, and writing content so customers can help themselves
• Spotting patterns in customer issues and feeding them into the product roadmap

What we are looking for

• 3+ years in customer or technical support for a software, SaaS or technical product
• Experience leading others, formally or informally. This can be your first management role
• Strong technical troubleshooting across web apps, mobile apps and connected devices
• A track record of designing or improving processes, and able to show what changed as a result
• Comfortable using data to run a team
• Excellent communication, and calm with frustrated customers and senior stakeholders alike
• Ambitious and highly organised, with high standards and full ownership of outcomes
• Happy to give and receive candid feedback and engage in constructive debate

It would also help to have:

• Experience with HubSpot Service Hub or a similar help desk
• Experience managing hardware stock, shipping or returns
• Experience shaping internal tools with product and engineering
• A background in health and safety, healthcare or another regulated environment

You do not need to tick every box.

• A new role where you shape how support works, rather than inherit it
• Reporting directly to the CEO, and working with every part of the business
• A real say in an internal platform our engineers are actively building
• A clear path to Head of Support

Life at Vatix

• 25 days of annual leave, plus bank holidays
• Pension plan
• Private health insurance with Vitality benefits
• Regular training and a personal development budget
• The latest equipment and tools provided
• Free fruit, cereals and drinks
• A bright office in Southwark, a few minutes from Borough, London Bridge and Southwark stations

Vatix is an equal opportunities employer and we are happy to make reasonable adjustments at any stage.