Support Specialist, Vivobarefoot
More information about location
5 days a week in office
Sustainable footwear brand
Job no longer available
Sustainable footwear brand
101-200 employees
Job no longer available
More information about location
5 days a week in office
101-200 employees
Company mission
To reconnect people into the natural world and their natural potential, and become a regenerative business.
Role
Who you are
- 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
What the job involves
- As part of our evolution 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
- 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
Salary benchmarks
Our take
VivoBarefoot is a footwear brand that focuses on creating sustainable and minimalist shoes. The company was founded in 2003 by Galahad and Asher Clark, members of the Clark's shoe-making family, with the vision of making shoes that allow feet to move naturally.
VivoBarefoot's philosophy is based on the idea that the human foot is designed to be strong and mobile, and that traditional footwear often restricts foot movement, leading to various foot problems. Its shoes are lightweight, flexible, and are designed to have the ability to mimic the feeling of being barefoot while still providing protection and support.
Committed to reducing its environmental impact, VivoBarefoot prioritises using eco-friendly materials such as recycled plastic bottles, natural and recycled rubber, and sustainably sourced leather. In addition to sustainability, VivoBarefoot is involved in social and educational projects, and supports initiatives that promote barefoot walking, foot health, and overall well-being.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2018
$0.5m
GRANT
Apr 2016
$1.8m
SEED
Total funding: $2.3m
Company HQ
Barbican, London, UK
Leadership
Galahad Clark
(Co-Founder & CEO)Previously co-founded United Nude and Worn Again.
Asher Clark
(Co-Founder & CDO)Graduated from London College of Fashion with a BA in Product Design. Previously worked as the Head of Design at Terra Plana.
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