Manager, Customer Support

Job Description:

Job Description Summary

• Lead and direct one or more Customer Support teams, including Supervisors and Analysts, delivering technical and non-technical product support across multiple channels - phone, email, web, and in-person - in an environment that balances urgency, high performance, and a team-based learning culture.
• Drive operational effectiveness and efficiency across Customer Support functions; coordinate activities to maximize customer satisfaction and meet agreed-upon service quality, responsiveness, and timeliness metrics.
• Oversee all facets of Customer Support operations for one or more support tiers, including processes, procedures, methodologies, documentation, and the operational and tactical performance of BPO vendor(s).
• Define, monitor, and report on business unit goals, KPIs, and performance targets; provide analysis of operational results and initiate corrective actions to maximize performance and manage cost containment.
• Facilitate resolution of escalated customer issues; convey customer needs and feedback to Vertex management and cross-functional teams to support strategic planning and continuous service improvement.
• Develop and direct policies, procedures, and processes to improve service quality, productivity, and teamwork; research and apply industry best practices balanced against staffing, cost, and satisfaction KPIs.
• Manage assigned budget, analyze variances, and initiate corrective actions; work location required in proximity to a Contact Center with occasional travel of approximately 20%.

Required Qualifications

• 7+ years of experience in the support or contact center industry, with 3+ years managing support leaders, supervisors, or account managers.
• Demonstrated leadership and people management experience, including performance management, coaching, succession planning, onboarding, compensation decisions, and employee relations.
• Proven ability to develop and implement process improvements in an active support operation, leveraging industry best practices, performance benchmarks, and key performance indicators.
• Working knowledge of support operations management, including performance dashboards, CRM systems, knowledge management tools, ACD, IVR, CTI, and workforce management technologies.
• Strong analytical, decision-making, and problem-solving skills; ability to interpret operational results, establish measurable KPIs, and drive team accountability for defined performance targets.
• Excellent communication and interpersonal skills, including conflict resolution, cross-functional collaboration, and the ability to build consensus and influence outcomes across diverse stakeholder groups.
• Bachelor's degree in Business, Information Systems, or a related field; or equivalent combination of education and relevant experience.

Preferred Qualifications

• Advanced degree in Business, Information Technology, or a related discipline.
• Working knowledge of Vertex O Series and/or Vertex Returns products, or comparable enterprise tax technology platforms.
• Knowledge of platforms, operating systems, ERP systems, database management, and complex technology ecosystems relevant to Tier 2-3 technical support environments.
• Familiarity with ERP Financials modules and supported transmission types (XML, REST, JSON), including processing tools such as SoapUI and Postman.
• Experience supervising BPO vendor relationships and overseeing third-party service quality within a customer support or contact center operation.
• Familiarity with SSTP, SOC, SAS70, defect tracking systems, and support development tools and practices.
• Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Vertex Values: Together We Win

We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.

Play to Win or We Don't Play - If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.

Work As a Team, Putting the Customer At the Core - Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.

Achieve Excellence With Integrity, Speed, and Agility - The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way - for teammates, customers, and partners.

Innovate Boldly With a Growth Mindset - Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries - especially where AI can remove friction and unlock value.

Communicate with Care, Candor and Transparency - Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.

Pay Transparency Statement:

Pay Basis: Monthly

The expected base salary range for this role varies by location and is expressed in local currency. The posted range reflects the anticipated hiring range for successful candidates at the time of hire, based on relevant job-related skills, experience, geographic location, and business needs. Base pay offered to new hires may vary within the posted range depending on individual qualifications and market considerations.

The posted salary range reflects compensation at the time of hire. Employees may experience additional compensation growth over time through performance-based increases, expanded responsibilities, role progression, or internal career opportunities, in accordance with company policies and local practices.

In addition to base pay, this role may be eligible for other elements of Vertex’s total compensation package, which may include participation in the Vertex Bonus Plan (VOB), a role-specific sales commission or bonus, and/or equity grants, where applicable.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In all cases, compensation will comply with applicable local pay transparency and minimum wage requirements.