Customer Support Executive

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

Award-winning product created by award-winning teams.

All about The Alliance

At The Alliance, we believe the future belongs to leaders who can collaborate across disciplines, learn continuously, and grow through community.

We exist to create that future, by building the meeting place for executive communities across every function. We bring together world‑class leadership across disciplines, creating the kind of access and learning that helps people grow faster, lead better, and scale meaningful impact.

We exist to solve a common problem: people are surrounded by fragmented resources, overwhelming information, and unclear pathways to growth — which makes it harder to know where to start, what matters most, and how to turn learning into real career momentum, first‑class work, leadership confidence

Rose Johnstone Director, VP, Events & Community

Will Burden Senior Community Event Producer

We create spaces - conferences, events, dinners, workshops, memberships, courses - where professionals can:

• learn the skills they need to deliver great work
• access practical templates, frameworks, and case studies
• understand what “great” looks like in top companies
• ask questions and get support from peers and experts
• stay up‑to‑date as the landscape changes

This means people don’t have to start from scratch every time they face a new project, challenge, or skill gap. Instead, they have a single hub of resources, insights, and community support that helps them stay ahead and move forward faster.

Communicate effectively and share knowledge.

Impact Makers

Be passionate and eager to make a difference.

• Flex £600 annually in year 1 scaling to over £1,980+ annually based on tenure
• Personal L&D budget £500 annually in year 1 scaling to £3,000+ annually based on tenure
• Core hours: 10:30 am - 4:00 pm
• Hybrid and fully remote roles
• Enhanced WFH tools
• Health Insurance
• Private Medical & Dental with Freedom Healthcare after probation
• Life insurance
• Mental health platform access
• Volunteer days - 4 per year
• London office with fully stocked snackcupboard
• Dog friendly office
• Birthday off
• Enhanced maternity leave
• Adoption leave
• Shared parental leave
• Nursery salary sacrifice scheme
• Company wide events/offsites

Be a part of The Alliance

Customer Support Executive

Hybrid or Fully Remote

Employment Type

Full time

Location Type

Remote

Department

Customer Success

Compensation

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.

The Role

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.

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.

This role is for you if you:

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 escalation, 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.

Time Off

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.

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.

Our company values

We’re here to build something that matters: communities and experiences that help professionals grow, connect, and lead.

Empowerment

We believe people do their best work when they’re trusted. We empower each other with autonomy, clear expectations, and the support needed to succeed

Courage

We’re building something ambitious, and that requires courage: the courage to act, to learn, to try, and to make decisions with imperfect information.

Curiosity is part of our DNA: because we build learning and community for a living. We stay curious about our members, our industry, and how to do better.

We build in collaboration: across teams, disciplines, and time zones. Togetherness means we share knowledge, celebrate progress, and show up for each other.

Career progression led

Our transparent levelling and progression framework provides clarity on your current level, future opportunities, and the competencies needed to advance.

360 Feedback Cycles

We recognise growth consistently across the organisation, with biannual 360 performancereviews.

Levels & Salaries

Our benchmarked levels and salary points ensure fairness and transparency in your careerprogression and compensation.

L&D focused

All of our internal education resources plus generous personal and team L&D budgets.

Collaboration

We foster a collaborative environment built on shared knowledge and a strong internalcommunity.

DEI&B Initiatives

Our Internal DE&I committee helps us include better practices with Open forums, initiativesand guidance.

Flexible working at The Alliance

Rather than counting the hours that people are working, we're still focused on creating great things that happen on time. Most of our team is UK-based but we have a few global team members as well. Our UK office hub is in London, but the majority of our teams are remote-first. What matters most is clarity, collaboration, and delivering great outcomes.