Support Specialist

We have a core belief that our toxic, sedentary lifestyles are making humans, and the planet, sick. So, we’re on a mission to change it. As part of our from Customer Services to Vivo Support, we’re redefining how we support our global community. The Vivo Support Specialist plays a key role in bridging human and AI-driven service experiences – taking ownership of escalations, supporting platform performance, and contributing to cross‑functional initiatives that shape how customers experience Vivobarefoot at every touchpoint. This role is not a traditional contact centre position – it’s about solving problems, supporting platform evolution, and driving proactive communication in partnership with teams across product, logistics, ecommerce, and social.

Where you’ll play:

• Act as the first point of escalation for AI-handled contacts across all channels (chat, email, and emerging).
• Confidently manage customer interactions via digital channels and handle select phone or video escalations where human connection is needed.
• Collaborate with our social media and brand teams to manage proactive communications and responses on public‑facing platforms.
• Lead or support smaller initiatives related to reviews platforms, trust‑building content, and external feedback sites.
• Partner with logistics and carrier teams to troubleshoot post‑purchase issues, including delivery errors and tracking gaps.
• Work closely with ecommerce and product teams on feature updates, customer‑impacting releases, and launch readiness from a support lens.
• Monitor, support, and contribute to the management of AI support bots, helping to optimise performance, review handovers, and train/improve automations.
• Support internal documentation and knowledge sharing that helps the wider Vivo Support team remain aligned on new processes and escalations.

All About You:

• Experience in a customer‑facing, digital service, or experience‑led operational role (not necessarily a call centre).
• Comfortable working across chat, email, and live communication tools like phone or video where required.
• A natural troubleshooter and problem‑solver who enjoys collaborating with different teams.
• Strong communication skills and the ability to handle sensitive or public interactions with clarity, empathy, and professionalism.
• Familiarity with Zendesk or similar support platforms is helpful; a willingness to learn is essential.
• Bonus if you’ve worked alongside AI, bots, or knowledge systems.
• Calm under pressure and confident owning a situation from start to resolution.

You’ll also need to be able to come out London Hub office twice a month (the rest of the time you’ll work from home) and be happy with 5 days per week over a 7‑day period (weekends on rotation).

Vivobarefoot believes that diversity is the essence of its ecosystem. We encourage diversity of thought and believe that it enables creativity and innovation to flourish. Our mission is to create a fair and equitable workplace where people thrive and are empowered to become their true selves at work. We believe that feedback and fostering collaboration will allow employees to blaze new trails and enjoy every aspect of the Vivobarefoot community. Every opportunity for recruiting a new member of the Vivobarefoot community should be an opportunity for us to introduce fresh perspectives, talent, and skills into our community. Therefore, our commitment is to recruit regardless of race, colour, nationality, religion, sexual orientation, disability, mental health illness, marital or parental status, national or social origin, gender identity, age or any other characteristics protected by law. We look forward to walking this barefoot journey with you!