Customer Support Agent

London, England, United Kingdom

12/20/2024

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

Founded by serial entrepreneurs, 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. Following a remarkable 7x ARR growth in 2023, Vertice has raised a total of $51 million to date. The Series B funding round, announced in January 2024, aims to fuel global expansion and drive product innovation.

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.

The Role

As a Vertice Customer Support Agent you'll be focusing on delivering friendly and efficient product assistance to our global customer base. You'll be a key member of our post-sales team, acting as the face of Vertice for our customers, but also working with all areas of the business to ensure product usability and maintain customer satisfaction. As a customer champion it's key you provide feedback promptly to support business continuity, and also share insights with product teams to remove customer friction.

Responsibilities:

• Act as the first line of defense for response and resolution of customer issues.
• Provide timely and empathetic customer support through our support channels (email, web-based portal, chat bot, or internally generated) within our defined SLAs to drive customer satisfaction.
• Work collaboratively with Product, Engineering, and Customer Success teams to find the best solutions to customers' issues and ultimately deliver an effective resolution.
• Prompt escalation of business critical issues, bugs, and security concerns to Customer Support management.
• Perform general admin duties to service customers' accounts (provisioning of new customers, contracts, uploading of data, change of email address, resetting passwords etc.)
• The identification of trends and common problems, sharing of feedback, and provision of supporting data to continually improve the customer experience.
• Act as a subject matter expert to help identify, capture, and recommend FAQ changes to our Knowledge Hub to drive positive deflection.
  
  

Requirements:

• Experience working in a SaaS company or a fast-growing start-up.
• 2+ years experience as either: a customer-facing support agent, or a reactive social media role (ideally serving online services or apps).
• 2+ years experience using customer experience tools e.g. Zendesk, Freshdesk, Intercom etc.
• You are passionate about the value of great customer service, and bring prior experience or demonstrated ability to work in a fast-paced, dynamic, and customer-focused environment.
• Your command of the English language is exemplary, you possess the ability to write clearly and concisely. Bonus points for fluency of any non-English language(s).
• You are able to guide customers of varying technical ability through clear troubleshooting steps to achieve successful resolution.
• You're comfortable working across timezones - we have customers in every corner of the world, and our teams reflect this.
• You are happy to come into the office. There will be an expectation to be onsite 3 days a week, with some flexibility for after-hours and weekend cover when required.
• Although the role requires some technical understanding and the ability to relay customer issues to engineering teams, we are not looking for an engineer or developer.
  
  

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.
  
  

Final things to note

Vertice is an equal opportunities employer, although you must be legally able to work in the UK, 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 careers@vertice.one, and we'll be happy to take a look and see

if you could be a good fit anywhere else in our business!