Remote Customer Support & AI Experience Lead

The Alliance

Rishton

Hybrid

GBP 32,000 - 34,000

Full time

2 days ago

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Job summary

The Alliance is seeking a proactive customer support specialist to elevate member experience by resolving queries and optimizing our platform. You will lead initiatives to preempt needs, including improving our AI support agent and building expertise in customer operations in a fast-growing, collaborative environment.

You will be the first line of contact via email and our ticketing system, ensuring timely, friendly responses and effective escalation when needed.

Qualifications

Excellent written communication and a calm customer-first approach.
Experience with Intercom, Zendesk or similar support platforms.
Experience with AI agents is a plus.
Forward-thinking, detail-oriented, and able to troubleshoot.
Strong teamwork and collaboration across departments.

Responsibilities

Customer Support Champion: be first line of contact for members via email/ticketing system with timely, friendly responses.
Escalation Pro: identify quick fixes vs deeper issues and escalate to keep things moving.
Priority Pro: stay organised across tickets, deadlines and internal priorities.
AI Agent Champion: maintain and improve AI agent, refine responses, spot improvement opportunities.
Internal Collaborator: work with Customer Success, Education, Product and others to resolve issues quickly.
Process Improver: contribute to FAQs and support docs and feedback loops.
Platform Power User: use Intercom to manage tickets and feedback improvements.