Customer Support Executive

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

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 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. Responsibilities

• 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.
• Escalation Pro: Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
• Priority Pro: Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and internal priorities.
• 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.
• Internal Collaborator: Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly and efficiently.
• Process Improver: 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.
• Have excellent written communication skills and a calm, customer-first approach.
• Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents)
• Are forward thinking, detail-oriented and take pride in getting the small things right.
• Know when to escal[e], and when to troubleshoot.
• Strong communicator - from our customers to your colleagues, you'll be working very closely with lots of people.
• 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 looking for someone who can think on their feet, solve problems, and identify opportunities.
• Tech-savvy - we lean on lots of different apps and while we'll obviously onboard you on each, we're looking for a quick learner who can show us a thing or two. We're especially interested in your experience with Customer Support AI and Knowledge Database management.

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.

Time Off

• 34 days' annual leave, including UK Bank Holidays.
• Your birthday is off every year.

Health & Wellbeing

• 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.

Flexibility

• Flexible working hours, allowing you to work when you are most productive.
• Monthly allowance via ThanksBen (£600 annually in year one, increasing with tenure).

Learning & Development

• Personal L&D budget (£500 annually in year one, increasing with tenure).
• Four paid Learning & Development or Volunteer Days each year.
• Team training and development opportunities.

Equipment & Culture

• New tech setup including laptop, screen, mouse, and keyboard.
• Company social events.
• A collaborative, ambitious, and supportive working environment.

Community & Inclusion At The Alliance, we're committed to creating a workplace that is free from discrimination and bias, where everyone has equal opportunities to succeed and contribute. We know our work here is never done, and we continue to strive for a more inclusive environment every day.