AI-Driven Customer Support Manager – Global Payments

Academic Key; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Vitesse is building a Customer Support function in London focused on moving from a reactive ticket system to proactive, AI-driven support. The Customer Support Manager will own client issues end-to-end, train and improve the AI agent, and collaborate with Engineering, Product, and Customer Success to deliver superior service.

Ideal candidates have 3+ years in B2B support, experience with escalations and AI tools, and familiarity with Zendesk or similar platforms.

Qualifications

• 3+ years’ experience in Customer Support, Client Services or a similar B2B customer-facing role
• Experience handling escalations and complex queries
• Experience working with technical or operational teams
• Hands-on experience with AI agents or chatbots
• Zendesk or similar support tools experience is advantageous
• Regulated sector experience in insurance/financial services is advantageous

Responsibilities

• Own complex client issues from first contact to resolution, communicating clearly and keeping clients informed throughout
• Build client relationships through proactive outreach and calls, not only ticket replies
• Carry out deeper technical triage and coordinate with Engineering to prioritise issues
• Draft clear, accurate incident updates for clients
• Help train, monitor and improve our AI agent, and escalate for approval
• Spot recurring issues and gather data to support improvements and escalate to Product/Engineering/CS
• Create and maintain high-quality knowledge base content and documentation
• Analyse service quality trends and lead small improvement initiatives
• Share knowledge to keep service consistent
• Run scenario-based sessions that help clients get the most from the platform

Job description

Vitesse is building a Customer Support function in London focused on moving from a reactive ticket system to proactive, AI-driven support. The Customer Support Manager will own client issues end-to-end, train and improve the AI agent, and collaborate with Engineering, Product, and Customer Success to deliver superior service.

Ideal candidates have 3+ years in B2B support, experience with escalations and AI tools, and familiarity with Zendesk or similar platforms.