Remote Customer Support & AI Agent Champion

The Alliance; Soham; Remote; 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 Customer Support Executive to join our vibrant Customer Success team. You will act as the primary contact for members, handling email and ticket inquiries with a customer‑first mindset, while collaborating with multiple departments to resolve issues quickly.

You will contribute to ongoing AI agent enhancements, maintain knowledge bases, and help shape scalable support processes across the UK. Remote from anywhere in the UK or hybrid in London are available.

Qualifications

• Excellent written communication and a customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (AI agent experience preferred).
• Forward-thinking, detail-oriented and able to get the small things right.
• Know when to Escalate or Troubleshoot.
• Strong communicator across customers and colleagues.
• Team player who supports others to achieve shared goals.
• Creative problem-solver who improves processes and knowledge bases.
• Tech-savvy with Customer Support AI and Knowledge Database management.

Responsibilities

• Be the first line of contact for members via email and our ticketing system.
• Escalate issues when deeper investigation is needed to keep momentum.
• Maintain a clear inbox and stay organized across tickets and priorities.
• Support maintenance and improvement of our AI agent and its responses.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
• Contribute to FAQs, support documentation, and internal feedback loops.
• Use Intercom to manage tickets and feed feedback for improvements.

Skills

Customer support

Intercom

Zendesk

AI agents

Knowledge base management

Communication skills

Team collaboration

Detail-oriented

Problem-solving

Tech-savvy

Tools

Intercom

Zendesk

Knowledge Base Tools

Job description

The Alliance is seeking a detail‑driven Customer Support Executive to join our vibrant Customer Success team. You will act as the primary contact for members, handling email and ticket inquiries with a customer‑first mindset, while collaborating with multiple departments to resolve issues quickly.

You will contribute to ongoing AI agent enhancements, maintain knowledge bases, and help shape scalable support processes across the UK. Remote from anywhere in the UK or hybrid in London are available.