Support Manager (Junior to Senior)

Vxt Ltd.; Christchurch; Hybrid; NZD 100,000 - 220,000; Full time

Benefits offered by this job

Salary range NZD 100k-220k+

Raises every 6 months

Stock options over NZD 100k+

Pay transparency

Wellbeing allowance 3.6k/year

Wellbeing leave 6 days/year

International conference travel

4 weeks paid annual leave

6 months parental leave

Job summary

VXT Limited is seeking a Support Manager (junior to senior) to build relationships with customers and manage support processes from Christchurch in-person or remote North America. This full-time role blends technical troubleshooting with customer success in a fast-growing legal AI environment.

You will handle tickets in HubSpot, host remote or in-person meetings, diagnose network and device issues, and drive improvements through documentation and automation. Travel is a possibility.

Qualifications

• 2+ years of support experience.
• Experience in the legal industry is advantageous.
• Willingness to travel.

Responsibilities

• Manage support tickets in HubSpot related to training and product issues.
• Host support meetings with customers (remote and in-person) to resolve problems.
• Diagnose issues: call quality, audio devices, networks and firewalls; reproduce bugs and write escalations for engineers.
• Triaging in Slack to route urgent issues quickly.
• Create help centre articles, product requests, or fixes.
• Build automations to improve customer support at VXT.
• Cover a shift in the 24/5 roster.
• Pursue professional development to improve communication and technical skills.

Job description

Expression of interest Customer In-person in Christchurch, or remote North America Full-time

Support Manager (Junior to Senior)

About us

VXTis legal AI that turns lawyers' phone calls and meetings into completed legal paperwork. Every month we grow revenue by 10% and we’re on the lookout for our new team mates who will help us continue to grow and thrive.

Our culture

We want VXT to be the best place you’ve ever worked. We’ve built a team focused on transparency, accountability, and moving fast together and we’re incredibly protective of it. We hire exceptional people who genuinely care about each other. In seven years only three full-time staff have ever left VXT, and 35% of our team have VXT's logo tattoo'd on their body (not a requirement for employment).

We have documented our culture in detail here .

Check out what life is like at VXT through our videos here .

What you'll be working on

As a Support Manager at VXT, you’ll build personal relationships with the people who reach out to us when they need help. Your responsibilities include:

• Managing support tickets in HubSpot related to training and product issues.


• Hosting support meetings with customers (remote and in-person) to resolve challenging problems.


• Diagnosing the hard stuff: call quality, audio devices, networks and firewalls. You’ll reproduce bugs, isolate causes, and write escalations an engineer can act on immediately.


• Triaging in Slack so that urgent issues get to the right person in minutes, not hours.


• Turning repeat questions into help centre articles, product requests, or fixes.


• Building automations to improve customer support at VXT.


• Covering a shift in our 24/5 roster.


• Completing professional development to build your communication and technical skills e.g. speaking, computer networking, and software engineering.

Benefits

• NZD $100,000 - $220,000+ salary.


• 5% automatic raises every 6 months.


• NZD $100,000+ stock options.


• Pay transparency.


• Uncapped professional development.


• $3.6k annual wellbeing allowance for healthcare, public transport, gym etc.


• 6 days of mandatory wellbeing leave per year.


• Expenses paid for international travel for conferences and team offsites (Fiji in 2024, Japan in 2025, Portugal in 2026).


• 4 weeks of paid annual leave.


• 6 months of parental leave at full pay, no matter who's giving birth.

Who we're looking for

• 2+ years of support experience.


• This can be made a senior role with management responsibilities for the right candidate.


• Experience in the legal industry is advantageous.


• Willingness to travel.

Your manager: Luke Campbell Chief Executive Officer

Interview process

Our process includes a reverse interview, a hard assessment designed for the position, and a final interview.