Remote Customer Support & AI Experience Lead

The Alliance; Dorchester On Thames; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

The Alliance is seeking a customer support specialist to be the frontline contact for our members, resolving queries via email and ticketing systems while driving AI agent improvements. You will collaborate with Customer Success, Education and Product to address issues quickly and help members maximize platform value.

You will work in a fast-growing, collaborative environment with a focus on delivering thoughtful, customer-first responses and contributing to FAQs and internal knowledge sharing.

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 collaborative mindset.

Responsibilities

• Serve as first line of contact for members via email and ticketing system.
• Escalate issues requiring deeper investigation to keep resolution timelines.
• Maintain organized tickets and internal priorities across multiple incidents.
• Support maintenance and enhancement of the AI support agent and refine its responses.
• 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 on customer experience.

Skills

Intercom experience

Zendesk experience

AI support familiarity

Communication skills

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a customer support specialist to be the frontline contact for our members, resolving queries via email and ticketing systems while driving AI agent improvements. You will collaborate with Customer Success, Education and Product to address issues quickly and help members maximize platform value.

You will work in a fast-growing, collaborative environment with a focus on delivering thoughtful, customer-first responses and contributing to FAQs and internal knowledge sharing.