Remote Customer Success & AI Support Lead

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

Benefits offered by this job

Private Medical Insurance

Life Insurance 4x salary

On-demand therapy

Gym membership subsidy

Cycle to Work

Learning & Development budget

Laptop and equipment provided

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 for members, handling emails and tickets, delivering timely, friendly responses, and helping members maximize the value of our platform.

In addition to day-to-day support, you will help improve AI support, contribute to knowledge bases, and collaborate with Education, Product and other departments to resolve issues quickly.

Qualifications

• Excellent written communication and a customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally with AI agents).
• Detail-oriented with a proactive mindset and ability to multitask.

Responsibilities

• Be the first line of contact for members via email and ticketing system.
• Escalate issues requiring deeper investigation to keep progress.
• Maintain an organized inbox and manage multiple tickets and priorities.
• Support the maintenance and improvement of our AI agent for better member experience.
• Collaborate with Customer Success, Education, Product and others to resolve issues quickly.
• Contribute to FAQs and support documentation to improve processes.
• Use Intercom to manage tickets and feedback.

Skills

Written communication

Customer-first approach

Calm demeanor

Strong collaboration

Creative problem-solver

Tech-savvy

Quick learner

Experience with AI agents

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets, delivering timely, friendly responses, and helping members maximize the value of our platform.

In addition to day-to-day support, you will help improve AI support, contribute to knowledge bases, and collaborate with Education, Product and other departments to resolve issues quickly.