Remote Customer Support Executive

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

Benefits offered by this job

34 days annual leave

Birthday day off

Health

Job summary

The Alliance is seeking a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members via email and our ticketing system, delivering timely, friendly responses and resolving queries to maximize platform value.

In addition to day-to-day support, you will lead initiatives to improve AI support, refine FAQs, and collaborate with Product, Education, and other departments to prevent issues and drive member satisfaction.

Qualifications

• Excellent written communication skills.
• Experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Forward-thinking, detail-oriented and able to get the small things right.
• Know when to escalate and when to troubleshoot.
• Strong communicator with colleagues and customers.
• Team player, collaborative across the org.
• Creative problem-solver with a can-do attitude.
• Tech-savvy and quick to learn new apps, with AI knowledge.

Responsibilities

• Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses daily.
• Identify when an issue can be fixed quickly and when it needs escalation to keep things moving smoothly.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance, development, and improvement of our AI agent and its responses.
• Collaborate 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 customer experience improvements.

Skills

Written communication

Intercom experience

Zendesk experience

AI agent knowledge

Detail-oriented

Problem-solving

Team player

Tech-savvy

Tools

Intercom

Zendesk

Job description

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 escape, 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, solve problems, and identify opportunities.
• Tech-savvy - we lean on lots of different apps and while we'll obviously onboard you on each, we're looking for a quick learner who can show us a thing or two. We're especially interested in your experience with Customer Support AI and Knowledge Database management.

Benefits

• Time Off: 34 days' annual leave, including UK Bank Holidays.
• Your birthday is off every year.
• Health

About The Alliance

When it comes to building world-class professional communities, The Alliance is leading the way. From Product Marketing and Sales Enablement to Product-Led Growth, AI, Customer Success, and CMOs, we're home to some of the most engaged and influential communities in the industry. With 160,000+ professionals across our communities and a constant stream of content, courses, events, and memberships, we help our members learn, connect, and grow. Our executive events are a key part of that mission-bringing together senior leaders to share insights, tackle industry challenges, and build meaningful relationships. Every year, we engage attendees, speakers, partners, and members from some of the world's leading organisations and fastest-growing start-ups, including TikTok, Microsoft, Peloton, and Uber .

The Role

We are on look out for a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. In this role, you will serve as the primary