AI-Driven Customer Support Executive

Thirdfort; Manchester; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Stock options

Learning & Development

Wellness program

26 days holiday

Flexible working

Central Manchester office

Team socials

Job summary

Thirdfort is building a Manchester-based hub for customer support, success and sales, using AI to scale while keeping human judgment for edge cases. You’ll handle inbound enquiries, review AI responses, and contribute to training the automation and knowledge base.

You’ll work closely with Product and Ops to improve the app journey and maintain high standards of service for law firms and other clients. A flexible, collaborative startup culture awaits with opportunities for growth and learning.

Qualifications

• 1-2 years Customer Support experience is helpful.
• Familiarity with support tooling like Zendesk is a plus.
• Strong written and verbal communication skills with empathy.

Responsibilities

• Take ownership of your part of customer support and guide customers using a mix of direct handling and oversight of AI-assisted resolutions.
• Curate and improve procedures, macros and knowledge base powering Zendesk automation.
• Review AI-generated responses for tone and accuracy before sending to customers and intervene when needed.

Skills

Customer support

Zendesk

Communication

Empathy

Tools

Zendesk

Job description

Thirdfort is building a Manchester-based hub for customer support, success and sales, using AI to scale while keeping human judgment for edge cases. You’ll handle inbound enquiries, review AI responses, and contribute to training the automation and knowledge base.

You’ll work closely with Product and Ops to improve the app journey and maintain high standards of service for law firms and other clients. A flexible, collaborative startup culture awaits with opportunities for growth and learning.