Remote Customer Support & AI Experience Champion

The Alliance; Gomshall; Hybrid; 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 proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for our members via email and our ticketing system, delivering timely, friendly responses.

You will help maintain and improve our AI agent, collaborate across departments, and contribute to FAQs and knowledge databases. This role offers remote or hybrid work within the UK, with a salary of £32,000–£34,000 depending on experience.

Qualifications

• Excellent written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally including AI agents).
• Forward-thinking, detail-oriented and takes pride in getting the small things right.
• Know when to escape, and when to troubleshoot.
• Strong communicator—will work closely with many people.
• Team player—success depends on collaboration across the org.
• Creative problem-solver who can improve processes and learn fast.

Responsibilities

• Be the first line of contact for members via email and ticketing system, providing timely, friendly responses.
• Escalate issues appropriately to maintain smooth ticket flow.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance, development, and improvement of the AI agent.
• Collaborate with Customer Success, Education, Product and other departments to resolve issues quickly.
• Contribute to FAQs, support documentation, and internal feedback loops.
• Use Intercom to manage tickets and provide feedback on customer experience.

Skills

Customer support

Intercom

Zendesk

AI agents

Communication

Problem solving

Teamwork

Tech-savvy

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for our members via email and our ticketing system, delivering timely, friendly responses.

You will help maintain and improve our AI agent, collaborate across departments, and contribute to FAQs and knowledge databases. This role offers remote or hybrid work within the UK, with a salary of £32,000–£34,000 depending on experience.