Remote Customer Support Lead, AI & Member Experience

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

Benefits offered by this job

34 days annual leave

Private medical insurance

Life insurance (4x salary)

Therapy & wellbeing services

Gym membership subsidy

Cycle to work

Flexible hours

ThanksBen allowance

L&D budget

Learning & Development days

Job summary

The Alliance in the United Kingdom is looking for a proactive Customer Support Executive to join a fast-growing, collaborative team. You will be the primary contact for members, handling emails and tickets, and helping advance our AI agent initiatives.

This role offers remote work from anywhere in the UK or hybrid in our London office, with a salary of £32,000–£34,000 and a comprehensive benefits package including health insurance, life cover and ongoing development opportunities.

Qualifications

• Excellent written communication with a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms, including AI agents.
• Forward-thinking, detail-oriented and able to manage multiple tickets.
• Know when to elevate, and when to troubleshoot.
• Strong communicator across teams and collaborative.
• Creative problem-solver with ability to improve processes.
• Tech-savvy and quick learner across multiple apps.
• Experience with Customer Support AI and knowledge base management.

Responsibilities

• Be the first line of contact for members via email and tickets.
• Escalate where appropriate to keep things moving smoothly.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support ongoing maintenance and improvement of our AI agent.
• Collaborate with Customer Success, Education, Product and others to resolve issues quickly.
• Contribute to FAQs and internal support documentation.
• Use Intercom to manage tickets and feed feedback to the wider team.

Skills

Intercom

Zendesk

AI agents

Communication

Teamwork

Troubleshooting

Creative problem-solver

Tech-savvy

Knowledge base management

Tools

Intercom

Zendesk

Job description

The Alliance in the United Kingdom is looking for a proactive Customer Support Executive to join a fast-growing, collaborative team. You will be the primary contact for members, handling emails and tickets, and helping advance our AI agent initiatives.

This role offers remote work from anywhere in the UK or hybrid in our London office, with a salary of £32,000–£34,000 and a comprehensive benefits package including health insurance, life cover and ongoing development opportunities.