Customer Service Executives - Remote / Hybrid

The Alliance; United States; Remote; USD 42,000 - 45,000; Full time

Benefits offered by this job

34 days leave including Bank Holidays

Birthday off

Private Medical Insurance

Life Insurance 4x salary

Flexible working hours

Remote or hybrid options

Company training & events

Gym subsidy

Cycle to Work

Wellness benefits

Job summary

The Alliance is seeking an experienced Customer Success professional to serve as the primary contact for members across email and ticketing channels. You will resolve queries, improve the member experience, and drive initiatives to optimize our AI support agent and knowledge base.

You will collaborate with Customer Success, Education, Product and other teams to rapidly address issues and contribute to FAQs and support documentation.

Qualifications

• Experience with Intercom, Zendesk or similar support platforms.
• Experience with AI-powered support and knowledge bases.
• Strong teamwork and cross-functional collaboration.
• Customer success or support experience preferred.

Responsibilities

• Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• AI Agent Champion: Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping to refine its responses and ensure great member experience when we are not 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 improve us daily.
• Platform Power User: Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Skills

Intercom

Zendesk

AI agents

Knowledge base management

Team player

Creative problem-solver

Customer success

Tools

Intercom

Zendesk

Job description

Executive to join our vibrant Customer Success team. In this role, you will serve as the primary point of contact across our support channels, elevating the overall member experience by resolving queries and ensuring our users maximize the value of our platform. Beyond day-to-day support, you will spearhead forward-looking initiatives designed to preemptively address customer needs, such as optimizing our AI support agent, analyzing key pain points, and building expertise in customer operations within a fast-growing, collaborative environment.

Responsibilities

• Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• AI Agent Champion: 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 re not 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.
• Platform Power User: Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Compensation: £32,000-34,000 base Salary (depending on experience)

Location: this role can be Remote from wherever in the UK or hybrid in our London office.

Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents)

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 especially interested in your experience with Customer Support AI and Knowledge Database management.

Benefits

We believe exceptional people deserve exceptional support.

• 34 days' annual leave, including UK Bank Holidays.
• Your birthday is off every year.
• Enhanced family policies.
• Private Medical Insurance.
• Life Insurance (4x salary).
• On-demand therapy, coaching, and mental fitness support through Oliva.
• Heavily subsidised gym membership via Wellness Hub.
• Cycle to Work and Workplace Nursery schemes.
• Flexible working hours, allowing you to work when you are most productive.
• Monthly allowance via ThanksBen (£600 annually in year one, increasing with tenure).
• Team training and development opportunities.
• Company social events.
• xlzlddp Community & Inclusion Remote working/work at home options are available for this role.

About The Alliance

When it comes to building world-class professional communities, The Alliance is leading the way. From Product Marketing and Sales Enablement to Product-Led Growth, AI, Customer Success, and CMOs, we're home to some of the most engaged and influential communities in the industry. Before applying for this role, please read the following information about this opportunity found below. With 160,000+ professionals across our communities and a constant stream of content, courses, events, and memberships, we help our members learn, connect, and grow. Our executive events are a key part of that mission bringing together senior leaders to share insights, tackle industry challenges, and build meaningful relationships. Every year, we engage attendees, speakers, partners, and members from some of the world's leading organisations and fastest-growing start-ups, including TikTok, Microsoft, Peloton, and Uber. We are on look out for a detail-driven, proactive Customer Support