Support Manager (Junior to Senior)

About us

VXT is legal AI that turns lawyers' phone calls and meetings into completed legal paperwork. Every month we grow revenue by 10% and we’re on the lookout for our new team mates who will help us continue to grow and thrive.

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Our culture

We want VXT to be the best place you’ve ever worked. We’ve built a team focused on transparency, accountability, and moving fast together and we’re incredibly protective of it. We hire exceptional people who genuinely care about each other. In seven years only three full-time staff have ever left VXT, and 35% of our team have VXT's logo tattoo'd on their body (not a requirement for employment).

We have documented our culture in detail here.

Check out what life is like at VXT through our videos here.

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What you'll be working on

As a Support Manager at VXT, you’ll build personal relationships with the people who reach out to us when they need help. Your responsibilities include:

• Managing support tickets in HubSpot related to training and product issues.
• Hosting support meetings with customers (remote and in-person) to resolve challenging problems.
• Diagnosing the hard stuff: call quality, audio devices, networks and firewalls. You’ll reproduce bugs, isolate causes, and write escalations an engineer can act on immediately.
• Triaging in Slack so that urgent issues get to the right person in minutes, not hours.
• Turning repeat questions into help centre articles, product requests, or fixes.
• Building automations to improve customer support at VXT.
• Covering a shift in our 24/5 roster.
• Completing professional development to build your communication and technical skills e.g. speaking, computer networking, and software engineering.

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Benefits

• NZD $100,000 - $220,000+ salary.
• 5% automatic raises every 6 months.
• NZD $100,000+ stock options.
• Pay transparency.
• Uncapped professional development.
• $3.6k annual wellbeing allowance for healthcare, public transport, gym etc.
• 6 days of mandatory wellbeing leave per year.
• Expenses paid for international travel for conferences and team offsites (Fiji in 2024, Japan in 2025, Portugal in 2026).
• 4 weeks of paid annual leave.
• 6 months of parental leave at full pay, no matter who's giving birth.

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Who we're looking for

• 2+ years of support experience.
• This can be made a senior role with management responsibilities for the right candidate.
• Experience in the legal industry is advantageous.
• Willingness to travel.

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