About the job
Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.

Founded by two brothers, Roy and Eldar Tuvey, with a successful history of building SaaS startups, Vertice has already become one of the fastest growing vendors in the market having raised $26million in our Series A funding.

We’re well positioned to achieve our mission but we need the right people to ensure it happens. We’re looking to scale quickly but responsibly as we embark on an exciting new stage of growth. Headquartered in London, you’ll be joining a global company and working across talented cross-functional teams to drive innovation and make a significant impact.

Reporting to the Head of Customer Success and working closely with the rest of the Customer Success team, you will be responsible for establishing our Support team from day zero. You will define our processes for customer support and ensure that all customers receive timely and effective responses and resolutions to their issues. This is a unique opportunity to shape a function from the beginning and ultimately build a team to scale with Vertice.

Responsibilities:

Owning the Support function, acting as the first line of defence for response and resolution to customer issues
Inputting into how we build the Support function in terms of process, tooling and strategy, in the short-, medium-, and long-term
Acting as a key partner for the Customer Success team, contributing to driving customer satisfaction and ultimately value delivered to the customer
Identifying areas for continuous improvement across the business, advocating for the customer experience
Working collaboratively with internal teams to ensure customer feedback is captured and addressed

Requirements

You have experience in a high-performing Customer Support function of a growing business, ideally with 1-2 years in a team lead capacity
You will be able to demonstrate your prior effectiveness as a Customer Support agent in terms of meeting and exceeding KPIs
You are an expert in Support best practice, and are excited by the opportunity to set up the function from scratch at Vertice
Equally, you are happy to get stuck in and start supporting customers immediately, working independently to achieve this aim
You are confident with tasks that require technical input, such as data uploading and record matching
You will be an effective collaborator with cross-functional teams: this role will work closely with our Data, Product, Engineering, and Operations teams
You are personable and able to successfully interact with senior stakeholders and customers, either in writing or in conversation, and able to communicate technical concepts succinctly
Familiarity with SaaS and/ or Cloud concepts is a bonus

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

Benefits

Share options
A fantastic office in vibrant Fitzrovia
25 days holiday
Pension
Private medical insurance
Health and wellbeing cash plans
Life insurance
Cycle to work scheme
Season ticket loans for travel
Office perks; free breakfast, snacks & regular team lunches
Many socials, lunches and evenings out
Sports and hobbies clubs