At a Glance
- Tasks: Manage and enhance our knowledge ecosystem to support growth and improve customer experience.
- Company: Join a fast-growing tech company transforming procurement with innovative solutions.
- Benefits: Competitive salary, flexible working, and opportunities for professional development.
- Other info: Be part of a motivated team driving significant change in the tech industry.
- Why this job: Make a real impact by shaping the future of knowledge management in a dynamic environment.
- Qualifications: 3-5 years in Knowledge Management or related fields, with a strong AI mindset.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Vertice was launched in 2022 to transform how companies manage their technology spend. Our agentic workflows, AI insights and expert buyers empower companies to buy smarter and scale faster, with Finance and Procurement leaders in over 30 countries worldwide trusting Vertice to manage their software purchases. In the software category alone, we have managed over $10bn in spend and have a track record of delivering 20% savings and halving procurement cycles.
Headquartered in London with offices across the world including New York, Brno, Sydney and Johannesburg, we are shaping the future of procurement on a global scale. Founded by serial entrepreneurs Roy Tuvey and Eldar Tuvey, Vertice has seen a remarkable 13X revenue growth in two years. This trajectory earned us the #2 spot on the Sunday Times' 2026 Tech 100 list, following our recognition as 2025's fastest-growing startup in the UK by the FT's Sifted, and as fourth in Europe.
Following our Series C, we have secured over $100 million in funding from leading investors including Bessemer Venture Partners, 83 North and Lakestar, and are expanding our reach across our team. Do you want to make an outsized impact, work with exceptional people, and be part of a highly motivated team? Come and join our mission to build the Intelligent Procurement Platform.
About the Role
At Vertice, we are obsessed with efficiency. As our Knowledge Base Manager, you will be the architect of the information that powers our growth. Reporting to the Customer Support Manager, you will own the end-to-end lifecycle of our internal and external knowledge ecosystems. This isn’t just about writing articles; it’s about building the central nervous system of our support operations. You will sit at the intersection of content design and AI innovation, ensuring that both our human agents and our AI systems have the structured, high-fidelity data needed to drive product adoption and world-class CX.
Responsibilities
- Own the Ecosystem: Act as the single source of truth for Vertice's knowledge assets, including our public Help Center, internal wikis, and macros.
- Drive AI Efficiency: Audit AI responses to improve retrieval accuracy and ensure our AI Agent is natural, helpful, and on-brand.
- Translate Complexity: Bridge the gap between Product and Support by distilling technical feature releases into clear, actionable documentation.
- Enhance Product Adoption: Use conversation data to identify knowledge gaps, creating content that proactively solves friction and drives self-service.
- Maintain Governance: Establish and enforce content standards and review cycles to ensure our documentation scales as fast as our product.
What We’re Looking For
- Experience: 3-5 years in Knowledge Management, Product Enablement, Technical Writing, or Support Management within a high-growth B2B SaaS environment.
- AI-First Mindset: Hands-on experience with AI-powered support tools (e.g., Intercom Fin, Zendesk Advanced AI) and a technical understanding of how they consume knowledge.
- Exceptional Communication: A gift for brevity. You can turn a dense technical spec into a 3-step guide that anyone can follow.
- Analytical Rigor: You measure what you move. You’re comfortable using data to track deflection rates, content engagement, and AI performance.
- The Scale-up Spirit: You thrive where priorities evolve quickly.
Added Plus
- A background in frontline Support (deep empathy for the client experience).
- KCS v.6 certification.
Final things to note
Vertice is an equal opportunities employer, although you must be legally able to work in the specified region of the job, and any data you provide us will be stored and disseminated in accordance with Vertice's privacy policy. We like to deal directly with our candidates so no agencies please! If you aren’t sure this job applies to you, feel free to send your CV to us, and we’ll be happy to take a look and see if you could be a good fit anywhere else in our business!
Knowledge Manager in London employer: Vertice Technology Inc
At Vertice, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London headquarters is not just a workplace; it's a hub for growth where employees are empowered to make a significant impact in the rapidly evolving tech landscape. With a strong focus on employee development, competitive benefits, and a commitment to inclusivity, we provide our team with the tools and opportunities to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vertice Technology Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vertice Technology Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Knowledge Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vertice Technology Inc:Your cover letter is your chance to shine! Tell us why you want to work at Vertice Technology Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vertice Technology Inc!
How to prepare for a job interview at Vertice Technology Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
