AI-Driven Customer Support Specialist

Pmmalliance; Greater London; Hybrid; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Private Medical Insurance

Life Insurance (4x salary)

34 days annual leave + Birthday off

On-demand therapy

Wellness and gym subsidies

Learning & Development budget

Flexible working hours

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the first line of contact across email and ticketing, delivering timely, friendly responses and resolving queries to maximize member value.

In addition to day-to-day support, you will lead initiatives to improve AI support, expand knowledge bases, and collaborate with Education, Product and other departments to preempt member needs in a fast-growing environment.

Qualifications

• Excellent written communication with a customer-first approach.
• Experience with support platforms (Intercom/Zendesk) and AI agents.
• Detail-oriented with troubleshooting mindset.

Responsibilities

• Serve as first point of contact for members via email and ticketing.
• Provide timely, friendly responses and resolve queries.
• Escalate issues when deeper investigation is required.
• Support ongoing maintenance and improvement of the AI agent.
• Collaborate with Customer Success, Education, Product and others.
• Contribute to FAQs, support docs, and knowledge base.
• Use Intercom to manage tickets and report feedback.

Skills

Intercom/Zendesk

AI agents

Communication skills

Problem solving

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the first line of contact across email and ticketing, delivering timely, friendly responses and resolving queries to maximize member value.

In addition to day-to-day support, you will lead initiatives to improve AI support, expand knowledge bases, and collaborate with Education, Product and other departments to preempt member needs in a fast-growing environment.