AI-Driven Customer Support Executive (Remote UK)

Product Marketing Alliance Ltd; United States; Remote; USD 42,000 - 45,000; Full time

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 across support channels, elevating member experience by resolving queries and maximizing platform value.

You will spearhead AI support enhancements, analyze pain points, and build expertise in customer operations within a fast-growing, collaborative environment. Remote UK or hybrid London office options available.

Qualifications

• Excellent written communication skills and a calm, customer-first approach.
• Experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents).
• Forward thinking, detail-oriented and able to get the small things right.
• Know when to escalate, and when to troubleshoot.
• Strong communicator—collaborating with customers and colleagues.
• Team player—everyone in the org must work towards common goals.
• Creative problem-solver who can improve processes and adapt to change.
• Tech-savvy with experience in customer support AI and knowledge databases.

Responsibilities

• Be the first line of contact for members via email and ticketing system, providing timely, friendly responses.
• Escalate issues when a deeper dive is required to keep things moving.
• Stay organized across multiple tickets, deadlines, and internal priorities.
• Support the ongoing maintenance and improvement of the AI agent and refine responses.
• Collaborate with Customer Success, Education, Product and other departments to resolve issues quickly.
• Contribute to FAQs, support documentation, and feedback loops.
• Use Intercom to manage tickets and feed back improvements to the wider team.

Skills

Customer communication

Problem solving

Teamwork

Adaptability

Tech-savviness

Tools

Intercom

Zendesk

AI agent experience

Knowledge base management

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 across support channels, elevating member experience by resolving queries and maximizing platform value.

You will spearhead AI support enhancements, analyze pain points, and build expertise in customer operations within a fast-growing, collaborative environment. Remote UK or hybrid London office options available.