Senior Customer Support Specialist: AI & Insurance

Vitesse PSP Ltd.; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible schedule

35 hours per week

Job summary

Vitesse PSP Ltd. in London is seeking a Customer Support Manager to own end‑to‑end client issues, mentor AI initiatives, and collaborate with Engineering, Product and Customer Success.

You will build knowledge content, handle escalations, and drive service quality in a fast‑growing payments platform for insurers, brokers, MGAs, and TPAs.

This is an individual contributor role with a flexible schedule and 35 hours per week, offering a dynamic environment in the payments space.

Qualifications

• 3+ years’ experience in Customer Support, Client Services or a similar B2B role.
• Proven examples of spotting a problem, evidencing it with data and escalating it.
• Confident speaking with clients directly, including on calls when issues are complex or sensitive

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 elevate them to the Customer Support Lead for approval
• Spot recurring issues and themes, gather the 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

Communication

Ownership

Analytical thinking

Prioritisation

Collaboration

Continuous improvement

Fast-paced environment

Tools

Zendesk

AI tools

AI agents

Job description

Vitesse PSP Ltd. in London is seeking a Customer Support Manager to own end‑to‑end client issues, mentor AI initiatives, and collaborate with Engineering, Product and Customer Success.

You will build knowledge content, handle escalations, and drive service quality in a fast‑growing payments platform for insurers, brokers, MGAs, and TPAs.

This is an individual contributor role with a flexible schedule and 35 hours per week, offering a dynamic environment in the payments space.