Vertex Inc. is hiring an experienced Manager, Customer Support for its India team. This is a full-time remote opportunity for candidates with 7+ years of customer support or contact centre experience.
Job Details:
- Company: Vertex Inc.
- Post Name: Manager, Customer Support
- Location: India
- Work Mode: Remote
- Employment Type: Full-Time
- Experience: 7+ Years
- Leadership Experience: 3+ Years
- Qualification: Bachelor’s Degree or equivalent experience
- Salary: ₹20,33,010 – ₹26,57,550 per annum
- Job ID: JR102624
Job Description
The selected candidate will lead customer support teams, manage daily operations, improve service quality and ensure customer satisfaction across multiple support channels.
Key Responsibilities
- Lead customer support managers, supervisors and analysts.
- Monitor team performance, KPIs and service quality.
- Handle escalated customer issues.
- Improve support processes and operational efficiency.
- Manage budgets and BPO vendor performance.
- Work with different teams to improve customer experience.
Required Skills
- Customer support and contact centre management.
- Leadership and team management.
- CRM and workforce management tools.
- Analytical and problem-solving skills.
- Performance monitoring and KPI management.
- Communication and decision-making skills.
Eligibility Criteria
- Minimum 7 years of support or contact centre experience.
- At least 3 years managing support leaders or supervisors.
- Bachelor’s degree in Business, Information Systems or a related field, or equivalent experience.
- Experience in process improvement and team performance management.
Preferred Qualifications
- Advanced degree in Business or Information Technology.
- Experience with ERP systems and enterprise technology platforms.
- Knowledge of BPO vendor management.
- Familiarity with XML, REST, JSON, SoapUI and Postman.
Salary Details
The advertised annual salary range is ₹20,33,010 to ₹26,57,550. Additional compensation may include bonuses and equity grants, where applicable.
How to Apply
Interested and eligible candidates can apply online through the official Vertex Inc. careers portal.
Official Apply Link:
Note: The role is listed as Remote – India. The job description also requires proximity to a Contact Center and occasional travel of approximately 20%.