Remote Customer Support & AI Experience Lead

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

Benefits offered by this job

Time Off: 34 days' annual leave

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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 members via email and our ticketing system, delivering timely, friendly responses and driving improvements across AI agents and knowledge bases.

You will collaborate with multiple departments to resolve issues quickly, contribute to FAQs, and enhance the overall member experience in a fast-growing environment. Remote UK or London-hybrid options available.

Qualifications

• Experience using customer support platforms such as Intercom or Zendesk.
• Excellent written communication and a customer-first approach.
• Ability to troubleshoot and solve problems quickly and effectively.
• Experience with AI agents is a plus.

Responsibilities

• Be the first line of contact for members via email and our ticketing system.
• Spot and escalate issues requiring deeper investigation.
• Stay organized across multiple tickets, deadlines and priorities.
• Support maintenance and improvement of our AI agent and knowledge base.
• Collaborate with Customer Success, Education, Product and other teams.
• Contribute to FAQs and internal support documentation.
• Use Intercom to manage tickets and feed back customer insights.

Skills

Customer support

Intercom

Zendesk

AI agents

Communication

Tools

Knowledge base management

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 members via email and our ticketing system, delivering timely, friendly responses and driving improvements across AI agents and knowledge bases.

You will collaborate with multiple departments to resolve issues quickly, contribute to FAQs, and enhance the overall member experience in a fast-growing environment. Remote UK or London-hybrid options available.