Customer Support Manager (SaaS)

Customer Support Manager

Location: London, SE1 (Metal Box Factory, Great Guildford Street).

Office-based, five days a weekType: Full time, permanent. This is a new roleSalary: £55,000 to £60,000 depending on experienceReports to: CEOAbout VatixVatix 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 roleThis 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 doingLeading, coaching and developing the team, and helping hire as it growsOverseeing the support queue across phone, email and chat, handling tickets yourself and leading on escalated issuesOwning our response and resolution times, and reporting on support performanceWorking with engineering to get bugs diagnosed, prioritised and fixedReviewing and improving how we serve customers across their time with us, from onboarding with Customer Success through to offboardingDesigning the processes for our IoT safety devices, covering physical inventory, stock management, shipping and customer returnsWorking with other teams to agree the best way to handle devices across the businessShaping the future of our internal admin platform and getting the most from HubSpot Service HubWorking with our product colleague who manages the help centre, and writing content so customers can help themselvesSpotting patterns in customer issues and feeding them into the product roadmapWhat we are looking for3+ years in customer or technical support for a software, SaaS or technical productExperience leading others, formally or informally. This can be your first management roleStrong technical troubleshooting across web apps, mobile apps and connected devicesA track record of designing or improving processes, and able to show what changed as a resultComfortable using data to run a teamExcellent communication, and calm with frustrated customers and senior stakeholders alikeAmbitious and highly organised, with high standards and full ownership of outcomesHappy to give and receive candid feedback and engage in constructive debateIt would also help to have:Experience with HubSpot Service Hub or a similar help deskExperience managing hardware stock, shipping or returnsExperience shaping internal tools with product and engineeringA background in health and safety, healthcare or another regulated environmentYou do not need to tick every box.Why joinA new role where you shape how support works, rather than inherit itReporting directly to the CEO, and working with every part of the businessA real say in an internal platform our engineers are actively buildingA clear path to Head of SupportLife at Vatix25 days of annual leave, plus bank holidaysPension planPrivate health insurance with Vitality benefitsRegular training and a personal development budgetThe latest equipment and tools providedFree fruit, cereals and drinksA bright office in Southwark, a few minutes from Borough, London Bridge and Southwark stationsHow to applyApply through LinkedIn with your CV. Our process is:Introductory call with the hiring manager (30 minutes)Practical exercise based on the real work of the roleFinal interview with the teamVatix is an equal opportunities employer and we are happy to make reasonable adjustments at any stage.