Remote Customer Success & AI Support Lead

The Alliance; Beech Lanes; Remote; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Time Off: 34 days

Birthday off

Health

Job summary

The Alliance is seeking a proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary point of contact for members via email and our ticketing system, delivering timely, friendly responses and escalating issues when necessary.

You’ll help maintain and improve our AI agent, collaborate with multiple departments, and contribute to FAQs and knowledge bases to enhance the member experience.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms, including AI agents.

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.

Tools

Intercom

Zendesk

AI agent knowledge

Job description

The Alliance is seeking a proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary point of contact for members via email and our ticketing system, delivering timely, friendly responses and escalating issues when necessary.

You’ll help maintain and improve our AI agent, collaborate with multiple departments, and contribute to FAQs and knowledge bases to enhance the member experience.