Location: Central London

Job Type: Full time 

Compensation: £59,000 - £63,000

Why join us?

If you love food and technology as much as we do, you’ll love life at Vita Mojo. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they’re hoping for. Each and every time.

Our Vita Mojo DNA

We’re proud to have built an award-winning digital platform. Vita Mojo is a positive, energetic and forward-thinking place to work, and when you become a Moji, you’ll be joining a supportive team who’ve always got your back. Our passion for technology and food is matched only by our support for our people.

About the role

💥 Your mission as a Senior Manager, Client Support at Vita Mojo

We’re looking for a roll-up-your-sleeves Senior Manager of Client Support to lead from the front as we scale and mature our B2B support operations. You’ll be in the thick of it—building, optimising, and running a support function that delivers exceptional service to some of the UK’s most iconic hospitality brands who rely on Vita Mojo every single day.

This is not a role for someone who wants to sit back and strategise from a distance. You’ll be deeply involved in day-to-day operations, solving problems, mentoring your team, and driving continuous improvement. You’ll own the customer experience, champion their needs internally, and continue to build processes and team structures to support our next stage of growth—with a hands-on approach every step of the way.

You’ll report to the Director, Client Success and Support and collaborate closely with cross-functional leaders in Product, Engineering, and Revenue to make sure support is tightly integrated into everything we do.

The day-to-day

No two days will look the same—but they’ll all move fast. You’ll be right in the mix: jumping into customer conversations, fine-tuning team workflows, and rolling out improvements in real time. Here’s what your week could involve:

👥 Team Leadership & Coaching

• Lead, support, and stretch a team of ~7–8 Client Support Agents, creating a high-energy, high-ownership environment.
• Run regular 1:1s, coach on live tickets, and get hands-on in tricky customer situations to model best practices.
• Spot performance gaps early and jump in with targeted support or development plans.
• Build a team that’s excited about solving problems and proud of the impact they have.

🎯 Customer Advocacy & Escalation Management

• Dive into complex or high-priority customer issues—partnering with agents or owning them directly when needed.
• Act as the daily voice of the customer—translating support interactions into actionable insights across the business.
• Build strong relationships with key clients, earning their trust through consistency, honesty, and delivery.

🔧 Support Ops & Process Improvements

• Actively build, test, and roll out better support processes—then tweak them based on what works in the real world.
• Collaborate with our RevOps team to refine our usage of key tools like Salesforce, Zendesk and Aircall—ensuring they’re set up for speed, scale, and clarity.
• Jump in to untangle broken workflows, unclear triage paths, or inefficiencies that slow the team down.

📊 Data & Performance Tracking

• Stay close to the numbers—monitoring KPIs like CSAT, SLA, FRT, and ticket resolution daily.
• Spot trends before they become problems, and act fast to fix root causes.
• Share clear insights with Product, Engineering, and Success, backed by real data and frontline context.

About you

You’re not just an experienced support leader—you’re a doer. You don’t wait for permission or perfect systems. You jump in, figure it out, and improve things as you go. You’ve seen what great B2B support looks like, and you’re excited to build it, fix it, and scale it in a fast-moving environment.

✅ Must-Haves

• 5+ years in B2B SaaS support, with at least 2 years directly managing teams—you’ve handled the messiness of growth and lived to tell the tale.
• You’ve supported complex, business-critical software where downtime or delays really matter to clients.
• Hands-on experience scaling support functions—you’ve mapped workflows, redesigned triage paths, and restructured teams to meet demand.
• A strong, approachable leader—you're in the trenches with your team, coaching through challenges and celebrating wins.
• Customer-obsessed and relentless about solving their problems, fast.
• Comfortable juggling operational details and big-picture goals—you know when to zoom in and when to zoom out.
• Confident using and optimising tools like Salesforce, Zendesk, Aircall and dashboards to drive performance.
• Proactive and collaborative across teams—you’re not afraid to challenge the status quo or escalate what matters.

✨ Bonus Points

• You’ve worked in or with hospitality tech and understand the pace, pressure, and service standards.
• Comfortable with shift-based support environments and helping teams thrive in them.
• Built or optimised Tier 0 support through thoughtful implementation of AI, automation and self-serve tools
• You’ve built or led global support teams across time zones or regions

Our Benefits and Ways of Working

We’re proud of the open, inclusive, and supportive culture we’ve built, and continue to build Vita Mojo. We operate a hybrid working model with two in-office collaboration days each week. Outside of those, we trust our team to manage their working day in a way that suits them, while being mindful of team needs, collaboration, and business priorities. This means you can flex your time when needed, whether for personal appointments, family responsibilities, or deep-focus work as long as you’re communicating openly and delivering on your goals.

Private Healthcare
All team members have access to private medical insurance through Vitality Health, offering fast access to high-quality healthcare, wellbeing resources, and the Vitality Programme.

Life Assurance
We provide Group Life Assurance through Legal & General, offering financial protection and wellbeing support to your loved ones in the event of your passing.

Income Protection
Income Protection is offered via Canada Life to support you financially if you’re unable to work due to long-term illness or injury, with additional support to help you return to work when ready.

Learning & Development
We believe that when you grow, we all grow. We’re proud to support professional development that helps you build transferable skills, whether that’s in your current role or to set you up for future success within the company.

We’re also happy to support learning that’s not strictly role-specific, as long as it’s professionally enhancing and contributes to your broader growth at Vita Mojo.

Holiday Allowance
Team members receive 25 days of annual leave plus public holidays. This increases with each full year of service, up to 28 days.

Carer’s Leave
We offer one week (five days) of paid leave annually to support team members caring for a loved one.

Parental Leave
Our enhanced parental leave policy supports all new parents after three months of employment. Primary caregivers receive 16 weeks of full pay, followed by 50% pay for an additional 16 weeks. Secondary caregivers receive four weeks of full pay, plus an additional two weeks after three years of service.

Health Leave
We offer 12 days of fully paid sick leave annually to support your health and recovery.

Birthday Leave
Take the day off to celebrate your birthday—it’s on us.

Social Events
We host regular team socials, from monthly in-office drinks to quarterly offsites, celebrating milestones and enjoying time together as a team.

Dog-Friendly Office
We welcome well-behaved dogs in our offices.