Customer Success Executive - Hybrid/Remote

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

Benefits offered by this job

Health Insurance

Private Medical & Dental

Life Insurance

Mental health support

Volunteer days

Job summary

The Alliance is seeking a detail‑driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact across support channels, resolving inquiries and ensuring members maximise the value of our platform.

You will also drive forward‑looking initiatives such as enhancing our AI support agent, analyzing customer pain points, and collaborating across departments to deliver a superior member experience in a fast‑growing, collaborative environment.

Qualifications

• Excellent written communication skills and a customer-first mindset.
• Experience with Intercom, Zendesk or similar support platforms.
• Familiarity with AI agents and their deployment in support.
• Comfort with a fast-paced, collaborative tech environment.

Responsibilities

• Be the first line of contact for members via email and ticketing system.
• Escalate issues that require deeper investigation to keep momentum.
• Maintain organized, multi-ticket workflows and meet deadlines.
• Support the ongoing maintenance and improvement of the AI agent.
• Collaborate with Customer Success, Education, Product and other departments.
• Contribute to FAQs, knowledge base, and internal feedback loops.
• Use Intercom to manage tickets and feedback customer experience improvements.

Skills

Customer support experience

Intercom / Zendesk experience

AI agent knowledge

Tech-savvy

Excellent communication

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 primary contact across support channels, resolving inquiries and ensuring members maximise the value of our platform.

You will also drive forward‑looking initiatives such as enhancing our AI support agent, analyzing customer pain points, and collaborating across departments to deliver a superior member experience in a fast‑growing, collaborative environment.