Remote Customer Support Executive & AI Agent Advocate

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

Benefits offered by this job

34 days annual leave

Birthday off

Health coverage

Job summary

The Alliance is seeking a 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, resolving issues promptly and collaborating cross-functionally to deliver outstanding service.

Ideal candidates communicate clearly, stay organized, and enjoy optimizing processes. Experience with Intercom, Zendesk, and AI agent tools is highly valued, alongside a practical approach to problem solving and

Qualifications

• 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.

Responsibilities

• Customer Support Champion: be the first line of contact for our members via email and ticketing system.
• Escalation Pro: identify quick fixes vs. deep dives and escalate accordingly.
• Priority Pro: stay organized across tickets, deadlines and priorities.
• AI Agent Champion: support maintenance and improvement of our AI agent and responses.
• 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 share UX improvements.

Skills

Customer support

Written communication

Team collaboration

Problem solving

Tools

Intercom

Zendesk

AI knowledge management

Job description

The Alliance is seeking a 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, resolving issues promptly and collaborating cross-functionally to deliver outstanding service.

Ideal candidates communicate clearly, stay organized, and enjoy optimizing processes. Experience with Intercom, Zendesk, and AI agent tools is highly valued, alongside a practical approach to problem solving and