About the role

ContactVerse sells AI voice and messaging agents to small businesses. When one of those agents stops working, a real business stops answering its phone. Today nobody owns that moment. This role builds the function that gets customers to value quickly, answers them when something goes wrong, and makes sure what goes wrong reaches the people who can fix it rather than dying in a ticket queue.

What you will do

• Own onboarding. From signature to first value, with a defined path and a measured time to get there.
• Own support. The queue, response and resolution times, and the escalation path into engineering that actually works at three in the morning.
• Own retention and renewal. Including understanding why customers leave, honestly, and telling the company.
• Feed failures back into the product. Into the backlog with evidence, not into a spreadsheet nobody reads.
• Build the knowledge base. So that most questions are answered before they are asked, essential for a self-serve product.
• Define the support model. What is included in each plan, what is chargeable, and what response times we commit to.
• Own customer health. Usage signals that predict churn before the customer tells you.
• Hire and lead the team. Starting from one: you.
• Be the customer's voice internally. Especially when it is inconvenient.

Your first year

First 90 days. A support queue with response times, an escalation path into engineering, and an onboarding flow.

By six months. Churn reasons understood and fed into the backlog rather than into a spreadsheet.

By twelve months. Customers who get to value without talking to us, and who can reach us when they cannot.

What you will bring

• Eight years or more in customer success or support, including a leadership role.
• Has built a support function rather than inherited one.
• Experience of a self-serve or product-led business, where support must scale without headcount.
• Has defined and met response-time commitments.
• Technically capable: can triage, read a log and have a credible conversation with an engineer.
• Has built a knowledge base that measurably reduced ticket volume.
• Has turned churn data into product change.
• Available for a working overlap into the evening IST, and pragmatic about supporting customers across the UK, Europe and India.

Nice to have

• Contact-centre, telephony or messaging products.
• Experience supporting AI features, where failures are probabilistic and harder to explain.
• Has set up a support platform from scratch.
• Multilingual support operations.
• Experience of small-business customers specifically, who behave very differently from enterprise.

What you will work with

A product spanning voice and messaging agents, with no support platform in place today. You will choose it.

What this role is not

Not a call centre manager. You are building the function that keeps customers, not staffing a rota.

How we work

The team works to a UK-aligned pattern, with the main working overlap in the evening IST. These hours are indicative and may change as the business changes; any change would be discussed rather than imposed. Development happens on company-provided remote machines. Everything is remote and nobody is in an office.

We are a small company and we write things down. Decisions are recorded, corrections are made to the source rather than to the output, and status is expected to be honest even when it is unwelcome.

Compensation and what we offer

• A long-term incentive, discussed at offer stage for senior appointments.
• Fully remote working, with company-provided equipment where the role requires it.
• A role with unusual scope for its level, because the organisation is being built rather than joined.
• Direct access to the founders. There are no layers between this role and the people making the decisions.

How we will assess you

We assess against three or four weighted signals agreed before we read a single CV, rather than against years of experience or a list of tools. Expect four stages:

• Introductory conversation with our People team. About 30 minutes, covering the role, your background and what you are looking for. This first conversation may be with an AI assistant; you will be told at the time and may ask to speak to a person instead.
• Conversation with the hiring manager. About 60 minutes, going deep on what you have done and how you think.
• A working session on a real ContactVerse problem. About 90 minutes. Not a whiteboard exercise and not a take-home test you do unpaid in your evenings.
• Final conversation with the founders. Covering fit, expectations and how we would work together.

We aim to complete the process within three weeks and to give you a decision, with reasons, within three working days of the final stage.

Equal opportunity

ContactVerse is an equal opportunity employer. We welcome applications regardless of age, disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. We select against the published signals for the role and nothing else. If you need an adjustment at any stage of the process, tell us and we will make it. It will not count against you.

Research consistently shows that some candidates apply only when they meet every criterion. If this role interests you and you meet most of what is listed, please apply.

How to apply

Write to career@contactverse.ai quoting reference POS-019, with your CV and a short note (a few paragraphs is plenty) on the part of this role you would most want to get your hands on, and why.