Remote Customer Support & AI Agent Champion

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

Benefits offered by this job

34 days leave

Birthday off

Private medical insurance

Life insurance (4x salary)

Mental fitness support

Gym membership

Cycle to Work

Flexible working hours

ThanksBen allowance

Team events

Job summary

The Alliance is hiring a Customer Support Executive to be the first line of contact for our members via email and our ticketing system, delivering timely, friendly responses. You’ll help resolve queries and help members maximize our platform’s value.

You’ll also drive initiatives to improve AI support, contribute to FAQs and knowledge base, and collaborate with Customer Success, Education and Product to enhance the member experience across a fast-growing, collaborative environment.

Qualifications

• Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
• Creative problem-solver - we’re especially interested in your experience with Customer Support AI and Knowledge Database management.

Responsibilities

• Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• AI Agent Champion: Support the ongoing maintenance, development, and continuous improvement of our AI agent and refine its responses.
• 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.

Skills

Team player

Creative problem-solver

Knowledge base management

Customer Support AI

Tools

Intercom

Zendesk

Job description

The Alliance is hiring a Customer Support Executive to be the first line of contact for our members via email and our ticketing system, delivering timely, friendly responses. You’ll help resolve queries and help members maximize our platform’s value.

You’ll also drive initiatives to improve AI support, contribute to FAQs and knowledge base, and collaborate with Customer Success, Education and Product to enhance the member experience across a fast-growing, collaborative environment.