Remote Customer Support & AI Experience Champion

The Alliance; York and North Yorkshire; Remote; GBP 32,000 - 34,000; Full time

Benefits offered by this job

34 days leave incl. holidays

Private medical insurance

Life insurance (4x salary)

On-demand wellbeing support (Oliva)

Wellness gym subsidy

Job summary

The Alliance is seeking a detail-driven 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 and helping optimise our AI agent.

Work can be remote from anywhere in the UK or hybrid in our London office. You will collaborate across departments to resolve issues, improve knowledge bases, and contribute to a positive member 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 with a penchant for getting the small things right.

Responsibilities

• Be the first line of contact for members via email and ticketing system.
• Escalate issues that require deeper investigation to keep things moving.
• Maintain a clean inbox and manage multiple tickets and deadlines.
• Support the maintenance and ongoing improvement of the AI agent.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
• Contribute to FAQs, support docs, and internal feedback loops.
• Use Intercom to manage tickets and provide feedback for improvements.

Skills

Excellent written communication

Customer-first mindset

Strong coordination

Creative problem-solver

Team player

Able to elevate issues

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven 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 and helping optimise our AI agent.

Work can be remote from anywhere in the UK or hybrid in our London office. You will collaborate across departments to resolve issues, improve knowledge bases, and contribute to a positive member experience.