{"id":3552827,"url":"https://alion.io/job/vertex-manager-customer-support","title":"Manager, Customer Support","company":{"id":58884,"name":"Vertex","domain":"vertexinc.com","url":"https://alion.io/company/vertexinc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":{"min":2033010,"max":2657550,"currency":"INR","period":"month","gross":null,"usd_annual":336192},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Postman","optional":true},{"name":"Rest API","optional":true},{"name":"SoapUI","optional":true}],"status":"closed","first_seen_at":"2026-10-30T23:25:37Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-05T14:19:12Z","board_verified":false,"closed_at":"2026-11-05T14:19:12Z","days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"Job Description:\nJob Description Summary\nLead 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.\nDrive operational effectiveness and efficiency across Customer Support functions; coordinate activities to maximize customer satisfaction and meet agreed-upon service quality, responsiveness, and timeliness metrics.\nOversee 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).\nDefine, 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.\nFacilitate 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.\nDevelop 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.\nManage assigned budget, analyze variances, and initiate corrective actions; work location required in proximity to a Contact Center with occasional travel of approximately 20%.\nRequired Qualifications\n7+ years of experience in the support or contact center industry, with 3+ years managing support leaders, supervisors, or account managers.\nDemonstrated leadership and people management experience, including performance management, coaching, succession planning, onboarding, compensation decisions, and employee relations.\nProven ability to develop and implement process improvements in an active support operation, leveraging industry best practices, performance benchmarks, and key performance indicators.\nWorking knowledge of support operations management, including performance dashboards, CRM systems, knowledge management tools, ACD, IVR, CTI, and workforce management technologies.\nStrong analytical, decision-making, and problem-solving skills; ability to interpret operational results, establish measurable KPIs, and drive team accountability for defined performance targets.\nExcellent communication and interpersonal skills, including conflict resolution, cross-functional collaboration, and the ability to build consensus and influence outcomes across diverse stakeholder groups.\nBachelor's degree in Business, Information Systems, or a related field; or equivalent combination of education and relevant experience.\nPreferred Qualifications\nAdvanced degree in Business, Information Technology, or a related discipline.\nWorking knowledge of Vertex O Series and/or Vertex Returns products, or comparable enterprise tax technology platforms.\nKnowledge of platforms, operating systems, ERP systems, database management, and complex technology ecosystems relevant to Tier 2-3 technical support environments.\nFamiliarity with ERP Financials modules and supported transmission types (XML, REST, JSON), including processing tools such as SoapUI and Postman.\nExperience supervising BPO vendor relationships and overseeing third-party service quality within a customer support or contact center operation.\nFamiliarity with SSTP, SOC, SAS70, defect tracking systems, and support development tools and practices.\nEquivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.\nCOMMENTS:\nThe 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.\nVertex Values: Together We Win\nWe'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.\nPlay 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.\nWork 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.\nAchieve 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.\nInnovate 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.\nCommunicate 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.\n Pay Transparency Statement:\nAnnual Salary Range: ₹2,033,010.00 - ₹2,657,550.00Pay Basis: Monthly\nThe 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.\nThe 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.\nIn 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.\nLearn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.\n*In all cases, compensation will comply with applicable local pay transparency and minimum wage requirements.","description_format":"text","description_chars":6589,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-10-30T23:25:37Z"},{"event":"close","at":"2026-11-05T14:19:12Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":336192,"is_top_pay":true},"html_url":"https://alion.io/job/vertex-manager-customer-support","json_url":"https://alion.io/job/vertex-manager-customer-support.json","meta":{"generated_at":"2026-11-05T17:15:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22591,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58884},"rest":"https://alion.io/mcp/rest/get_company?id=58884"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvertex-manager-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvertex-manager-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvertex-manager-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vertex-manager-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvertex-manager-customer-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3552827}},{"tool":"search_jobs","arguments":{"company":"vertexinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3552827},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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