Remote Customer Support & AI Experience Champion

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

Benefits offered by this job

34 days annual leave

Birthday day off

Health

Job summary

The Alliance seeks a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members via email and ticketing, delivering timely, friendly support that helps users maximise the value of our platform.

You will champion AI agent improvements, help update knowledge bases, and collaborate with Customer Success, Education, Product and other teams to resolve issues swiftly. Remote from anywhere in the UK or hybrid in London.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Forward-thinking, detail-oriented and able to focus on getting the small things right.
• Know when to troubleshoot and when to escalate.
• Strong communicator with colleagues across teams.
• Team player who helps others achieve shared goals.
• Tech-savvy with multiple apps and knowledge-base tools.

Responsibilities

• Customer Support Champion: be the first line of contact for our members via email and our ticketing system.
• Escalation Pro: identify issues requiring deeper investigation and escalate appropriately.
• Priority Pro: manage multiple tickets and deadlines with a organized approach.
• AI Agent Champion: support maintenance and improvement of our AI agent.
• Internal Collaborator: work with Customer Success, Education, Product and others to resolve issues swiftly.
• Process Improver: contribute to FAQs, help docs, and feedback loops.
• Platform Power User: use Intercom to manage tickets and feed back improvements.

Skills

Written communication

Intercom / Zendesk

AI agents

Attention to detail

Team player

Creative problem-solving

Tech-savvy

Tools

Intercom

Zendesk

Knowledge base management

Job description

The Alliance seeks a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members via email and ticketing, delivering timely, friendly support that helps users maximise the value of our platform.

You will champion AI agent improvements, help update knowledge bases, and collaborate with Customer Success, Education, Product and other teams to resolve issues swiftly. Remote from anywhere in the UK or hybrid in London.