Customer Support Agent, Vertice
+ Equity options
3 days a week in office
SaaS and Cloud spend optimization platform
Be an early applicant
SaaS and Cloud spend optimization platform
101-200 employees
Be an early applicant
+ Equity options
3 days a week in office
101-200 employees
Company mission
Vertice exists to fulfill two primary objectives for our enterprise customers: to save your business substantial amounts of money, and to save your key leaders substantial amounts of time.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Vertice is an early stage startup looking to take its first strides in the SaaS procurement market. Whilst SaaS has been around for decades, the explosion of business-critical SaaS over recent years has seen corporate spend balloon, and ecosystems only get knottier. Vertice’s platform aims to help finance leaders to exercise more control over the spend, efficiency, and quality of their SaaS procurement. The solution is designed for finance, IT, and procurement teams.
Vertice’s founders are veterans of the SaaS scene, having created and ultimately successfully sold ScanSafe and Wandera over the past two decades.
With deep knowledge of the SaaS market, substantial resources, and crucial experience, the team behind this platform have the clout to compete against better-established competitors in the SaaS procurement software market. They have recently raised impressive funding, and will be focused on accelerating its global growth revenue, expanding engineering and commercial teams, and developing the platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Employee endorsements
Intelligent people
"The proven track record of the founders at Vertice has allowed it to attract the highest talent across it's leadership and beyond. This coupled with..."
Funding (2 rounds)
Jan 2024
$25m
Series B
Feb 2022
$26m
EARLY VC
Total funding: $51m
Company benefits
- Share options
- 25 days holiday: plus the ability to carry over 5
- 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
Company values
- Make It Happen
- Kindness In Transparency
- Continuous Iteration
- Human First, Always
- Success Is Personal
Company HQ
London, UK
Articles
Leadership
Eldar Tuvey
(CEO)Co-founder of two SaaS companies since 1999 including ScanSafe (acquired by Cisco) and Wandera. Co-founded Vertice in 2021.
Roy Tuvey
(CEO)Co-founded ScanSafe and Wandera alongside Eldar. Co-founded Vertice in 2021.
Diversity, Equity & Inclusion at Vertice
Natasha Drew (Head of Talent)
- One of our core values is to enable everyone to thrive. Our team’s diverse ideas, strengths, interests and backgrounds help us succeed. We value each other’s opinions and differences
- We hire using tools and processes that avoid unconscious bias
- We have an inclusive environment which allows for a wide range of lifestyles, and enables our employees to bring their true selves to work
- This is just the beginning, we know we have just started to scratch the surface, but with our committed and caring people here at Vertice, we are excited to continue our journey
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