AI-Driven Customer Support Pro

The Alliance; City of Westminster; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave

Birthday off

Private medical insurance

Life insurance

Wellness benefits

Gym membership subsidy

Cycle to Work

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our Customer Success team in Westminster. You will be the main contact across support channels, resolving queries and ensuring members maximise the value of our platform.

You will lead forward-looking initiatives, including optimizing our AI agent, identifying pain points, and building expertise in customer operations within a fast-growing, collaborative environment. Flexibility and strong communication are essential.

Qualifications

• Experience in customer support and ticketing systems.
• Strong written communication and empathy when assisting members.
• Ability to manage multiple tickets and prioritize tasks.
• Familiarity with AI-assisted support tools and knowledge bases.

Responsibilities

• Be the first line of contact for members via email and ticketing system, providing timely, friendly, and helpful responses.
• Escalate issues requiring deeper investigation to keep things moving smoothly.
• Maintain organisation across multiple tickets, deadlines, and internal priorities.
• Support the maintenance and improvement of the AI support agent to enhance user experience.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
• Contribute to FAQs, support documentation, and internal feedback loops.

Skills

Customer service

Communication

Problem solving

Attention to detail

Team collaboration

Tech-savvy

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our Customer Success team in Westminster. You will be the main contact across support channels, resolving queries and ensuring members maximise the value of our platform.

You will lead forward-looking initiatives, including optimizing our AI agent, identifying pain points, and building expertise in customer operations within a fast-growing, collaborative environment. Flexibility and strong communication are essential.