Remote Customer Support Executive

The Alliance; Dorchester On Thames; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

The Alliance is seeking a customer support specialist to be the frontline contact for our members, resolving queries via email and ticketing systems while driving AI agent improvements. You will collaborate with Customer Success, Education and Product to address issues quickly and help members maximize platform value.

You will work in a fast-growing, collaborative environment with a focus on delivering thoughtful, customer-first responses and contributing to FAQs and internal knowledge sharing.

Qualifications

• Excellent written communication skills and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally including AI agents).
• Forward-thinking, detail-oriented and collaborative mindset.

Responsibilities

• Serve as first line of contact for members via email and ticketing system.
• Escalate issues requiring deeper investigation to keep resolution timelines.
• Maintain organized tickets and internal priorities across multiple incidents.
• Support maintenance and enhancement of the AI support agent and refine its responses.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues quickly.
• Contribute to FAQs, support docs, and internal feedback loops.
• Use Intercom to manage tickets and provide feedback on customer experience.

Skills

Intercom experience

Zendesk experience

AI support familiarity

Communication skills

Tools

Intercom

Zendesk

Job description

primary point of contact across our support channels, elevating the overall member experience by resolving queries and ensuring our users maximize the value of our platform. Beyond day-to-day support, you will spearhead forward-looking initiatives designed to preemptively address customer needs, such as optimizing our AI support agent, analyzing key pain points, and building expertise in customer operations within a fast-growing, collaborative environment.

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.

Compensation: £32,000-34,000 base Salary (depending on experience)Location: this role can be Remote from wherever in the UK or hybrid in our London office.

This role is for you if you: Have excellent written communication skills and a calm, customer-first approach. Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents) Are forward-thinking, detail-oriented and take pride in getting the small things right. Know when to elevate, and when to troubleshoot. Strong communicator - from our customers to your colleagues, you'll be working very closely with lots of people. Team player - success doesn't happen in a vacuum, we need everyone in the org to be rallied around the same goals and helping each other out to achieve them. Creative problem-solver - we know that processes can always be improved. We're looking for someone who can think on their feet