Remote Customer Support & AI Experience Lead

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

Benefits offered by this job

34 days annual leave

Private Medical Insurance

Life Insurance (4x salary)

Flexible working hours

Wellness benefits

Job summary

The Alliance is seeking a Customer Support Executive to be the first line of contact for members, handling email and ticket inquiries with a focus on fast, friendly resolutions. You will help optimize our AI support agent and contribute to knowledge base improvements in a collaborative, fast-growing environment.

You will work with Customer Success, Education, Product and other teams to resolve issues quickly, while maintaining high standards of service and supporting continuous improvement

Qualifications

• Experience using Intercom or Zendesk to manage tickets and customer inquiries.
• Familiarity with AI agents and knowledge bases for support workflows.
• Strong collaboration across Customer Success, Education, Product and other teams.
• Ability to contribute to FAQs and support documentation.

Responsibilities

• Be the first line of contact for members via email and ticketing system, providing timely, friendly responses.
• Spearhead initiatives to optimize AI support agent and support operations.
• Collaborate with other departments to resolve issues quickly and improve processes.
• Contribute to knowledge base management and internal feedback loops.

Skills

Intercom

Zendesk

AI agents

Customer support

Team player

Creative problem-solving

Tools

Intercom

Zendesk

AI agent tools

Job description

The Alliance is seeking a Customer Support Executive to be the first line of contact for members, handling email and ticket inquiries with a focus on fast, friendly resolutions. You will help optimize our AI support agent and contribute to knowledge base improvements in a collaborative, fast-growing environment.

You will work with Customer Success, Education, Product and other teams to resolve issues quickly, while maintaining high standards of service and supporting continuous improvement