Hybrid AI-Driven Customer Support Specialist

Vivobarefoot ltd.; Greater London; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Vivobarefoot is redefining how customers experience the brand through Vivo Support, blending human and AI-driven service. As a Vivo Support Specialist you will own escalations, help drive platform evolution, and partner with product, logistics, ecommerce, and social teams to deliver seamless support across touchpoints.

This full-time role is 40 hours per week, hybrid with offices in London or Bristol and Wrington, requiring proactive communication, calm problem solving, and a collaborative

Qualifications

• Experience in a customer-facing, digital service or experience-led role.
• Ability to work across chat, email, and live communication tools when required.
• Familiarity with Zendesk or similar support platforms and willingness to learn.

Responsibilities

• Act as the first escalation point for AI-handled contacts across channels.
• Manage customer interactions across digital channels and select phone or video escalations.
• Collaborate with social media and brand teams to manage proactive communications.
• Lead or support initiatives related to reviews platforms and external feedback sites.
• Coordinate with logistics and carrier teams to troubleshoot post-purchase issues.
• Work with ecommerce and product teams on feature updates and launches from a support perspective.
• Monitor and contribute to AI support bots performance and automation improvements.
• Support internal documentation and knowledge sharing for the Vivo Support team.

Skills

Customer service

Digital channels

Troubleshooting

Communication skills

Calm under pressure

Tools

Zendesk

AI bots

Job description

Vivobarefoot is redefining how customers experience the brand through Vivo Support, blending human and AI-driven service. As a Vivo Support Specialist you will own escalations, help drive platform evolution, and partner with product, logistics, ecommerce, and social teams to deliver seamless support across touchpoints.

This full-time role is 40 hours per week, hybrid with offices in London or Bristol and Wrington, requiring proactive communication, calm problem solving, and a collaborative