Customer Support Executive: AI & Platform Experience Remote

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

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.