Remote Customer Support Champion

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

Benefits offered by this job

34 days annual leave

Birthday off

Health benefits

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary point of contact for members, handling emails and tickets, delivering timely, friendly responses, and helping users maximise value from our platform.

You will help maintain and improve our AI agent, collaborate with Success, Education, Product and other teams, and contribute to FAQs and knowledge base.

Qualifications

• Excellent written communication skills and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms.
• Familiarity with AI agents and knowledge management is a plus.

Responsibilities

• Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• Escalation Pro: Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
• Priority Pro: Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and internal priorities.
• AI Agent Champion: Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping to refine its responses, identify opportunities for improvement, and ensure it continues to deliver a great experience for our members when we're not around.
• Internal Collaborator: Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly and efficiently.
• Process Improver: Contribute to FAQs, support documentation, and internal feedback loops to make us even better, every day.
• Platform Power User: Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary point of contact for members, handling emails and tickets, delivering timely, friendly responses, and helping users maximise value from our platform.

You will help maintain and improve our AI agent, collaborate with Success, Education, Product and other teams, and contribute to FAQs and knowledge base.