Remote Customer Support & AI Agent Champion

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

Benefits offered by this job

34 days annual leave

Birthday day off

Health

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the first line of contact for members via email and ticketing systems, delivering timely, friendly responses while helping to optimize our AI support agent.

This role offers remote work from anywhere in the UK or hybrid in our London office, with a base salary of £32,000–£34,000 and 34 days of annual leave plus a birthday day off.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms, including experience with AI agents.
• Detail-oriented, proactive, and able to manage multiple tickets efficiently.
• Strong communicator, collaborating with Customer Success, Education, Product and other departments.
• Creative problem-solver with quick learning and adaptability.

Responsibilities

• Customer Support Champion: be the first line of contact for members via email and our ticketing system.
• Escalation Pro: differentiate quick fixes from issues needing deeper investigation and escalate accordingly.
• Priority Pro: stay organized across multiple tickets, deadlines, and internal priorities.
• AI Agent Champion: support maintenance, development, and continuous improvement of our AI agent.
• Internal Collaborator: work with Customer Success, Education, Product to resolve issues quickly.
• Process Improver: contribute to FAQs, support docs, and feedback loops.
• Platform Power User: use Intercom to manage tickets and feed back improvements.

Skills

Written communication

Customer-centric

Multitasking

Cross-functional

Tools

Intercom

Zendesk

AI agents

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the first line of contact for members via email and ticketing systems, delivering timely, friendly responses while helping to optimize our AI support agent.

This role offers remote work from anywhere in the UK or hybrid in our London office, with a base salary of £32,000–£34,000 and 34 days of annual leave plus a birthday day off.