Remote Customer Support & AI Agent Champion

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

Benefits offered by this job

34 days annual leave incl. Bank Hols

Your birthday off

Health

Job summary

The Alliance is seeking a detail-oriented, proactive Customer Support Executive to join our vibrant Customer Success team. You will serve as the primary contact for our members, handling email and ticketing queries and helping users maximize value from our platform.

Beyond daily support, you will help refine our AI agent, build knowledge resources, and collaborate with Education, Product and other departments to prevent issues and improve the overall member experience.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms.
• Experience with AI agents is a plus.
• Detail-oriented, proactive problem-solver with the ability to manage multiple tickets.
• Team player capable of cross-department collaboration.
• Fast learner who can adapt to new tools and processes.

Responsibilities

• Serve as first line of contact for members via email and ticketing system with timely responses.
• Escalate issues appropriately to keep workflows moving smoothly.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance and improvement of our AI agent.
• 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 feedback to the wider team.

Skills

AI agents

Creative problem-solving

Written communication

Calm customer-first approach

Forward-thinking

Detail-oriented

Team collaboration

Fast learner

Tools

Intercom

Zendesk

Knowledge Base management

Job description

The Alliance is seeking a detail-oriented, proactive Customer Support Executive to join our vibrant Customer Success team. You will serve as the primary contact for our members, handling email and ticketing queries and helping users maximize value from our platform.

Beyond daily support, you will help refine our AI agent, build knowledge resources, and collaborate with Education, Product and other departments to prevent issues and improve the overall member experience.