Remote Customer Support Champion: AI Agent Frontline

The Alliance

Swindon

Remote

GBP 32,000 - 34,000

Full time

3 days ago

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Benefits offered by this job

Private Medical Insurance

Life Insurance (4x salary)

Wellness Hub gym membership

Flexible working hours

Birthday leave

Job summary

The Alliance is looking for a proactive Customer Support Executive to join our Customer Success team. You will be the primary point of contact for members, handling inquiries, resolving issues, and contributing to the ongoing improvement of our AI support agent.

You’ll work closely with Success, Education, and Product teams to ensure high-quality member experiences, maintain knowledge databases, and help optimise support processes in a fast-growing environment.

Qualifications

Excellent written communication and a customer-first approach.
Experience with Intercom, Zendesk, or similar platforms (AI agents preferred).
Able to manage multiple tickets with strong organisation and prioritisation.

Responsibilities

Serve as the first line of contact for members via email and our ticketing system.
Escalate complex issues to ensure timely resolution.
Maintain an organized inbox and manage multiple tickets and priorities.
Support the ongoing maintenance and improvement of our AI agent.
Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
Contribute to FAQs and support documentation.
Use Intercom to manage tickets and feedback to the wider team.