Customer Success & AI Support Specialist

Product Marketing Alliance Ltd; United States; Remote; USD 43,000 - 46,000; Full time

Benefits offered by this job

34 days' annual leave

Birthday off

Private Medical Insurance

Life Insurance (4x salary)

On-demand therapy and mental fitness

Gym membership subsidy

Cycle to Work

Learning & Development budget

Job summary

The Alliance is seeking a detail-driven Customer Support Executive to join our vibrant Customer Success team. You will be the first line of contact across email and ticketing, resolving queries and ensuring members maximise value of our platform.

You’ll drive AI support initiatives, help refine responses, contribute to FAQs, and collaborate with Product, Education, and other teams to improve processes. Remote work from the UK or hybrid in London are supported.

Qualifications

• Outstanding written communication and a calm, customer-first approach.
• Experience with Intercom, Zendesk, or similar support platforms, preferably with AI agents.
• Comfort solving problems, documenting FAQs, and collaborating with multiple teams.

Responsibilities

• Handle member inquiries via email and ticketing system as first line of contact.
• Escalate issues when needed to keep tickets moving.
• Contribute to FAQs and internal docs; collaborate with CS, Education, and Product.
• Aid in AI agent maintenance and improvements.
• Use platform tools to feedback improvements to the wider team.

Skills

Written communication

Customer-first mindset

Problem solving

Team collaboration

Tools

Intercom

Zendesk

AI agents

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 first line of contact across email and ticketing, resolving queries and ensuring members maximise value of our platform.

You’ll drive AI support initiatives, help refine responses, contribute to FAQs, and collaborate with Product, Education, and other teams to improve processes. Remote work from the UK or hybrid in London are supported.