Customer Support Manager

Vitesse; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support experience

Data-driven problem solving

Communication skills

AI tools experience

Zendesk experience

Tools

Zendesk

Job description

We are the company – the treasury and payment partner of choice for insurance.

Your next adventure awaits!

Join the team who are redefining the payments space.

About Us

At the company, we're more than just a payments platform – we're the trusted financial infrastructure connecting the global insurance ecosystem. Tailor-made for insurers, brokers, MGAs, and TPAs, our unified platform optimises claims funds, enables real-time global payments, and delivers full financial control. Our impact is real: over $20 billion in payments across 200+ countries, hundreds of millions returned to insurers’ balance sheets, and counting. We’re licensed in the UK (FCA), Europe (DNB), and New York (NYDFS), with over 260 amazing colleagues worldwide. With $93 million recently raised in Series C funding from KKR, our journey is just beginning, and our ambitions are sky-high.

Headquartered in the heart of London and expanding across Europe and the US, the company is where your ideas power tomorrow’s insurance solutions. Are you ready to make a difference? You're in the right place.

THE CURRENT TEAM AND OUR MISSION

Customer Support at the company is in the middle of a step change. We're moving from a reactive, ticket-led service to one that spots recurring problems, brings client insight into business decisions and helps improve the service at its source. We're investing in AI to handle routine contacts, so our team can spend their time understanding problems properly, speaking to clients directly and fixing root causes. You'll join a small team of six peers with tenure spread across our London and New York offices supporting insurers and their third-party administrators in the movement of claims funds. The work is varied, often urgent, and the clients depend on us getting it right.

You’ll have real influence on how this function develops. You'll help train and improve our AI agent, spot the patterns behind client issues, and take the evidence to Product, Engineering and Customer Success. We want people who take ownership, aren't afraid to pick up the phone, and want to make Support a reason clients stay. Your ideas will be heard, and your impact will be visible.

About the Role

We’re building a Customer Support function that is a differentiator, not a ticket queue. Our service is personal and tailored to each client, and we’re investing in AI to handle routine contacts so our team can spend their time on the conversations that matter.

As a Customer Support Manager, you’ll take the time to understand each client’s problem, own it end to end, and pick up the phone when a call will resolve it faster than an email. You’ll work in a team of peers, collaborating with them and with Engineering, Product and Customer Success. You’ll also help train and improve our AI agent, and use what you see in support contacts to make recommendations that improve the business.

This is an individual contributor role with no direct reports.

Key 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 work with Engineering to prioritise issues and coordinate incidents

• Draft clear, accurate incident updates for clients

• Help train, monitor and improve our AI agent: review its performance, identify gaps, draft knowledge improvements and escalates them to the Customer Support Lead for approval

• Spot recurring issues and themes, gather the data to support them, and escalates 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

Qualifications & Experience

• 3+ years’ experience in Customer Support, Client Services or a similar B2B customer-facing role

• Proven examples of spotting a problem, evidencing it with data and escalating it, without being asked

• Confident speaking with clients directly, including on calls, when issues are complex or sensitive

• Experience handling escalations and complex queries

• Experience working with technical or operational teams

• Comfortable working with AI tools, with experience improving knowledge content

• Experience with Zendesk or similar support tools is advantageous

• Hands‑on experience with AI agents or chatbots is desirable

• Regulated sector experience (insurance, financial services) is advantageous but not essential

Skills & Attributes

• Clear, concise written and verbal communication

• Takes ownership and sees problems through to resolution

• Strong analytical and problem-solving skills

• Sound judgement on prioritisation and knowing when to escape

• Collaborative and able to build trusted relationships with internal stakeholders

• Curious and proactive, with a continuous improvement mindset

• Thrives in a fast‑paced, high‑growth environment

We understand that everyone has their own work rhythm and believe in a flexible working schedule - at the company you’re expected to work 35 hours a week.

Our Values – or what we call “the company at Our Best”

The the company values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes

Confident HumilityWe believe the best ideas come from listening and learning. We leave ego at the door, ask for help when we need it, and celebrate collective success. When one of us wins, we all do.

Driven to SucceedWe’re ambitious about the opportunity ahead and committed to achieving it together. We hold ourselves to high standards, take pride in what we deliver, and push for meaningful outcomes for our customers, our partners, and each other.

Tenacious ResponsibilityWe take ownership of our work, our decisions, and our results. We face challenges with resilience, learn from setbacks, and see things through to completion. Because doing the right thing matters.

We are an Equal Opportunity Employer

We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect. If you require any interview adjustments please contact Clara Moretti-Parker on Find Jobs in United Kingdom on Arbeitnow