Remote Customer Support & AI Agent Champion

The Alliance; Stamford; Remote; GBP 32.000 - 34.000; Vollzeit

Benefits dieser Stelle

34 days annual leave

Private Medical Insurance

Life Insurance (4x salary)

Gym membership

Cycle to Work

Flexible working hours

ThanksBen allowance

Learning & Development budget

Zusammenfassung

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will serve as the primary contact for our members, handling emails and tickets and delivering timely, friendly assistance.

You will escalate when needed, help improve the AI agent, contribute to knowledge base, and collaborate across Product, Education, and other departments to resolve issues efficiently.

Qualifikationen

• Have excellent written communication skills and a calm, customer-first approach.
• Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Are forward-thinking, detail-oriented and take pride in getting the small things right.

Aufgaben

• Be the first line of contact for our members via email and our ticketing system, providing timely, friendly responses every day.
• Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
• Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping to refine its responses and improve customer experience.
• Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly and efficiently.
• Contribute to FAQs, support documentation, and internal feedback loops to make us better, every day.
• Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Kenntnisse

Customer support

Communication

AI integration

Ticketing system

Team collaboration

Problem solving

Tools

Intercom

Zendesk

Jobbeschreibung

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will serve as the primary contact for our members, handling emails and tickets and delivering timely, friendly assistance.

You will escalate when needed, help improve the AI agent, contribute to knowledge base, and collaborate across Product, Education, and other departments to resolve issues efficiently.