AI-Driven Customer Support Specialist

Vitesse; Greater London; Presencial; GBP 55 000 - 75 000; Tempo integral

Resumo da oferta

Vitesse in London is building a Customer Support function focused on a high-quality, personalized experience. You’ll own client issues end-to-end, engage directly with clients, and contribute to AI-driven improvements across the support process.

This 35-hour-per-week role collaborates with Engineering, Product and Customer Success, helping train our AI agent and delivering insights to improve the platform.

Qualificações

• 3+ years’ experience in Customer Support, Client Services or a similar B2B role.
• Proven ability to spot problems, back claims with data and escalate appropriately.
• Confident speaking with clients directly, including on calls when issues are complex or sensitive.
• Experience handling escalations and complex queries.
• Experience with technical or operations teams.
• Comfortable working with AI tools, with experience improving knowledge content.
• Hands‑on experience with AI agents or chatbots is desirable.

Responsabilidades

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

Conhecimentos

Customer support experience

Data-driven problem solving

Communication skills

AI tools experience

Zendesk experience

Ferramentas

Zendesk

Descrição da oferta de emprego

Vitesse in London is building a Customer Support function focused on a high-quality, personalized experience. You’ll own client issues end-to-end, engage directly with clients, and contribute to AI-driven improvements across the support process.

This 35-hour-per-week role collaborates with Engineering, Product and Customer Success, helping train our AI agent and delivering insights to improve the platform.