Remote AI-Driven Customer Support Specialist

The Alliance; Broughton; Hybrid; GBP 32,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave + UK holidays

Private Medical Insurance

Life Insurance (4x salary)

Mental fitness support

Gym membership subsidy

Cycle to Work

L&D budget £500/year

Paid Learning & Volunteer days

Laptop and peripherals provided

Company social events

Job summary

The Alliance is seeking a Customer Support Executive to elevate member experience by resolving queries and maximizing platform value. You will drive forward-looking initiatives, including AI agent improvements, and collaborate across teams to resolve issues quickly in a fast-growing environment.

You will be the first line of contact via email and our ticketing system, handling tickets with empathy, organisation, and a proactive mindset to keep members informed and satisfied.

Qualifications

• Excellent written communication and a customer-first approach.
• Experience with Intercom, Zendesk or similar platforms (AI agents a plus).
• Forward-thinking, detail-oriented, and able to elevate when needed.
• Strong communicator across departments and teams.
• Creative problem-solver with quick learning for new apps.

Responsibilities

• Be the first line of contact for members via email and ticketing system.
• Escalate where needed to keep issues moving smoothly.
• Stay organised across multiple tickets, deadlines, and priorities.
• Support maintenance and improvement of our AI agent and its responses.
• Collaborate with Customer Success, Education, Product and other teams.
• Contribute to FAQs and internal support documentation.
• Use Intercom to manage tickets and provide feedback to the team.

Skills

Intercom

Zendesk

AI agents experience

Written communication

Problem solving

Team player

Tech-savvy

KB management

Tools

Intercom

Zendesk

AI support tools

Job description

The Alliance is seeking a Customer Support Executive to elevate member experience by resolving queries and maximizing platform value. You will drive forward-looking initiatives, including AI agent improvements, and collaborate across teams to resolve issues quickly in a fast-growing environment.

You will be the first line of contact via email and our ticketing system, handling tickets with empathy, organisation, and a proactive mindset to keep members informed and satisfied.