Remote Customer Experience Executive

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

Benefits offered by this job

34 days annual leave

Birthday day off

Health

Job summary

The Alliance is seeking a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members via email and our ticketing system, delivering timely, friendly responses and resolving queries to maximize platform value.

In addition to day-to-day support, you will lead initiatives to improve AI support, refine FAQs, and collaborate with Product, Education, and other departments to prevent issues and drive member satisfaction.

Qualifications

• Excellent written communication skills.
• Experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Forward-thinking, detail-oriented and able to get the small things right.
• Know when to escalate and when to troubleshoot.
• Strong communicator with colleagues and customers.
• Team player, collaborative across the org.
• Creative problem-solver with a can-do attitude.
• Tech-savvy and quick to learn new apps, with AI knowledge.

Responsibilities

• Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses daily.
• Identify when an issue can be fixed quickly and when it needs escalation to keep things moving smoothly.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance, development, and improvement of our AI agent and its responses.
• Collaborate with Customer Success, Education, Product and other departments to resolve issues quickly.
• Contribute to FAQs, support documentation, and internal feedback loops.
• Use Intercom to manage tickets and feed back customer experience improvements.

Skills

Written communication

Intercom experience

Zendesk experience

AI agent knowledge

Detail-oriented

Problem-solving

Team player

Tech-savvy

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members via email and our ticketing system, delivering timely, friendly responses and resolving queries to maximize platform value.

In addition to day-to-day support, you will lead initiatives to improve AI support, refine FAQs, and collaborate with Product, Education, and other departments to prevent issues and drive member satisfaction.