Remote Customer Support Executive

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

Job summary

The Alliance is seeking a proactive customer support specialist to elevate member experience by resolving queries and optimizing our platform. You will lead initiatives to preempt needs, including improving our AI support agent and building expertise in customer operations in a fast-growing, collaborative environment.

You will be the first line of contact via email and our ticketing system, ensuring timely, friendly responses and effective escalation when needed.

Qualifications

• Excellent written communication and a calm customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms.
• Experience with AI agents is a plus.
• Forward-thinking, detail-oriented, and able to troubleshoot.
• Strong teamwork and collaboration across departments.

Responsibilities

• Customer Support Champion: be first line of contact for members via email/ticketing system with timely, friendly responses.
• Escalation Pro: identify quick fixes vs deeper issues and escalate to keep things moving.
• Priority Pro: stay organised across tickets, deadlines and internal priorities.
• AI Agent Champion: maintain and improve AI agent, refine responses, spot improvement opportunities.
• Internal Collaborator: work with Customer Success, Education, Product and others to resolve issues quickly.
• Process Improver: contribute to FAQs and support docs and feedback loops.
• Platform Power User: use Intercom to manage tickets and feedback improvements.

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