Remote Customer Support & AI Experience Champion

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

Job summary

The Alliance is looking for a proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets with timely, friendly responses and driving improvements in our support processes.

You will collaborate with Education, Product and other departments to resolve issues quickly, contribute to FAQs, and help optimize our AI agent to enhance member experience.

Qualifications

• Excellent written communication skills and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally including AI agents).
• Forward-thinking, detail-oriented and take pride in getting the small things right.
• Know when to elevate, and when to troubleshoot.
• Strong communicator with colleagues across the org.
• Team player — collaboration across departments is essential.
• Creative problem-solver who can improve processes.
• Tech-savvy and quick to learn new apps.
• Experience with Customer Support AI and Knowledge Database management.

Responsibilities

• Be the first line of contact for members via email and our ticketing system, providing timely, friendly, and helpful responses.
• Spot the difference between a quick fix and a deeper issue, escalating where appropriate.
• Maintain a clear inbox and stay organised across multiple tickets and priorities.
• Support the ongoing maintenance, development, and improvement of our AI agent and its responses.
• Collaborate with Customer Success, Education, Product and other departments to resolve member issues quickly.
• Contribute to FAQs, support documentation, and internal feedback loops to improve operations.
• Use Intercom to manage tickets and feed back customer experience improvements.

Skills

Interpersonal communication

Written communication

Customer-first mindset

Forward-thinking

Detail-oriented

Escalation decision-making

Team player

Creative problem-solver

Tech-savvy

Tools

Intercom

Zendesk

AI agent tooling

Job description

The Alliance is looking for a proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets with timely, friendly responses and driving improvements in our support processes.

You will collaborate with Education, Product and other departments to resolve issues quickly, contribute to FAQs, and help optimize our AI agent to enhance member experience.