Remote Customer Support Executive: AI & Success

Product Marketing Alliance; Greater London; Remote; GBP 32,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave

Birthday off

Private Medical Insurance

Life Insurance

Wellness Subsidies

Gym membership

Cycle to Work

L&D budget

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our thriving Customer Success team. You will be the primary contact across support channels, resolving queries and ensuring members maximize value from our platform.

You will drive forward-looking initiatives, optimize our AI support agent, analyze pain points, and collaborate across departments in a fast-growing environment. Remote UK or hybrid London-based role.

Qualifications

• Excellent written communication skills and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally incl. AI agents).
• Forward thinking, detail oriented and pride in getting the small things right.
• Know when to elevate, and when to troubleshoot.
• Strong communicator with colleagues and customers.

Responsibilities

• Customer Support Champion: be first line of contact via email and ticketing system, providing timely, friendly responses.
• Escalation Pro: identify issues needing deeper investigation and escalate to keep things moving.
• Priority Pro: stay organised across multiple tickets, deadlines and internal priorities.
• AI Agent Champion: support maintenance and improvement of our AI agent and its responses.
• Internal Collaborator: work with Customer Success, Education, Product and other departments to resolve issues quickly.
• Process Improver: contribute to FAQs, support docs and feedback loops.
• Platform Power User: use Intercom to manage tickets and feedback improvements.

Skills

Written communication

Intercom/Zendesk

AI agents

Problem solving

Team player

Tech-savvy

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our thriving Customer Success team. You will be the primary contact across support channels, resolving queries and ensuring members maximize value from our platform.

You will drive forward-looking initiatives, optimize our AI support agent, analyze pain points, and collaborate across departments in a fast-growing environment. Remote UK or hybrid London-based role.