Remote Customer Support Champion for AI & Operations

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

Benefits offered by this job

34 days annual leave

Private Medical Insurance

Cycle to Work

Flexible hours

Learning & Development budget

New tech setup

Job summary

The Alliance seeks a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets with a calm, customer-first approach.

You will spearhead AI agent improvements, analyze pain points, and collaborate with multiple departments to resolve issues quickly while contributing to FAQs and knowledge databases. This role offers UK remote or hybrid London work and a comprehensive benefits package.

Qualifications

• Excellent written communication and a customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms, ideally including AI agents.
• Forward-thinking, detail-oriented and able to stay organized across multiple tickets.
• Know when to escalate and when to troubleshoot.
• Strong communicator across customers and colleagues and a true team player.
• Creative problem-solver who can learn quickly and adapt to new apps.
• Experience with Customer Support AI and Knowledge Database management.

Responsibilities

• Be the first line of contact for our members via email and our ticketing system.
• Escalate where appropriate to keep things moving smoothly.
• Stay organized across multiple tickets, deadlines and priorities.
• Support the ongoing maintenance and improvement of our AI agent.
• Work with Customer Success, Education, Product and other departments to resolve issues quickly.
• Contribute to FAQs, support documentation and internal feedback loops.
• Use Intercom to manage tickets and feed back improvements.

Skills

Written communication

AI agent experience

Creative problem-solving

Tech-savvy

Team collaboration

Knowledge base management

Tools

Intercom

Zendesk

Job description

The Alliance seeks a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets with a calm, customer-first approach.

You will spearhead AI agent improvements, analyze pain points, and collaborate with multiple departments to resolve issues quickly while contributing to FAQs and knowledge databases. This role offers UK remote or hybrid London work and a comprehensive benefits package.