Customer Service Executives - Remote / Hybrid

The Alliance; Wokingham; Remote; GBP 32,000 - 34,000; Full time

Job summary

The Alliance is seeking a Customer Support Executive to be the first line of contact for our members, handling emails and tickets and ensuring timely, friendly responses. You will drive forward-looking initiatives to preempt customer needs and improve our AI agent performance across our platform.

Collaborating with Customer Success, Education, and Product teams, you will help build a robust knowledge base, contribute to FAQs, and optimize support workflows with Intercom.

Qualifications

• Experience using customer support platforms like Intercom and Zendesk.
• Ability to contribute to and maintain knowledge bases and FAQs.
• Strong collaborative and problem-solving skills.

Responsibilities

• Be the first line of contact for members via email and ticketing system, providing timely, friendly responses.
• Spearhead initiatives to preemptively address customer needs, including optimizing the AI support agent.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
• Contribute to FAQs, support documentation, and feedback loops to improve processes.
• Use Intercom to manage tickets and suggest improvements to the customer experience.

Skills

Intercom

AI agents

Knowledge base management

Team player

Tools

Zendesk

Intercom

Job description

contact across our support channels, elevating the overall member experience by resolving queries and ensuring our users maximize the value of our platform. Beyond day-to-day support, you will spearhead forward-looking initiatives designed to preemptively address customer needs, such as optimizing our AI support agent, analyzing key pain points, and building expertise in customer operations within a fast-growing, collaborative environment. Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day. AI Agent Champion: Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping to refine its responses, identify opportunities for improvement, and ensure it continues to deliver a great experience for our members when we re not around. Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly and
efficiently. Contribute to FAQs, support documentation, and internal feedback loops to make us even better, every day. Platform Power User: Use Intercom to manage tickets and feed back customer experience improvements to the wider team. Compensation: £32,000-34,000 base Salary (depending on experience) Location: this role can be Remote from wherever in the UK or hybrid in our London office. Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents) Team player - success doesn t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them. Creative problem-solver - we know that processes can always be improved. We re especially interested in your experience with Customer Support AI and Knowledge Database management.

Benefits:

• We believe exceptional people deserve exceptional support.
• 34 days' annual leave, including UK Bank Holidays.
• Your birthday is off every year.
• Enhanced family policies.
• Private Medical Insurance.
• Life Insurance (4x salary).
• On-demand therapy, coaching, and mental fitness support through Oliva.
• Heavily subsidised gym membership via Wellness Hub.
• Cycle to Work and Workplace Nursery schemes.
• Flexible working hours, allowing you to work when you are most productive.
• Monthly allowance via ThanksBen (£600 annually in year one, increasing with tenure).
• Team training and development opportunities.
• Company social events.

Community & Inclusion
About The Alliance When it comes to building world-class professional communities, The Alliance is leading the way. From Product Marketing and Sales Enablement to Product-Led Growth, AI, Customer Success, and CMOs, we're home to some of the most engaged and influential communities in the industry. With 160,000+ professionals across our communities and a constant stream of content, courses, events, and memberships, we help our members learn, connect, and grow. Our executive events are a key part of that mission bringing together senior leaders to share insights, tackle industry challenges, and build meaningful relationships. Every year, we engage attendees, speakers, partners, and members from some of the world's leading organisations and fastest-growing start-ups, including TikTok, Microsoft, Peloton, and Uber . We are on look out for a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. In this role, you will serve as the primary point of