Remote Customer Support Lead - AI & Knowledge Base

The Alliance; Henfield; Remote; GBP 32,000 - 34,000; Full time

Benefits offered by this job

Annual leave 34 days

Private medical insurance

Life insurance (4x salary)

On-demand therapy

Gym membership subsidy

Cycle to work

Flexible working hours

ThanksBen allowance

L&D budget

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets, while helping to optimize our AI support agent and collaborate with product, education and success teams to resolve issues quickly.

You bring excellent written communication, experience with Intercom or Zendesk, and a proactive, problem-solving mindset.

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 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, 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

• Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
• Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and internal priorities.
• 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 are around.
• Work closely with Customer Success, Education, Product and other departments to resolve member issues quickly and efficiently.
• Contribute to FAQs, support documentation, and internal feedback loops to make us even better, every day.
• Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Skills

Excellent written communication

Intercom

Zendesk

AI agents

Detail-oriented

Troubleshooting

Strong communicator

Team player

Creative problem-solver

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact for members, handling emails and tickets, while helping to optimize our AI support agent and collaborate with product, education and success teams to resolve issues quickly.

You bring excellent written communication, experience with Intercom or Zendesk, and a proactive, problem-solving mindset.