Remote Customer Success & AI Support Specialist

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

Benefits offered by this job

34 days annual leave

Birthday 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 guiding users to maximize our platform.

You will escalate when needed, collaborate with education, product and other teams, and help improve FAQs and knowledge base. Experience with Intercom or Zendesk and a customer-first mindset are essential.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (AI agents a plus).
• Forward-thinking, detail-oriented and able to manage multiple tickets.
• Know when to escalate and how to troubleshoot effectively.
• Strong collaboration with cross-functional teams.
• Creative problem-solver with a can-do attitude and quick learning.

Responsibilities

• Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly responses every day.
• Escalation Pro: Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate.
• 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.
• Internal Collaborator: Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly.
• Process Improver: Contribute to FAQs, support documentation, and internal feedback loops to improve processes.
• Platform Power User: Use Intercom to manage tickets and feedback customer experience improvements.

Skills

Written communication

Intercom experience

Zendesk experience

AI agent experience

Attention to detail

Team player

Creative problem solving

Tech-savvy

Tools

Intercom

Zendesk

AI tools

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 guiding users to maximize our platform.

You will escalate when needed, collaborate with education, product and other teams, and help improve FAQs and knowledge base. Experience with Intercom or Zendesk and a customer-first mindset are essential.