Customer Success Executive — AI & Support (Remote UK)
The Alliance
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Benefits offered by this job
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
Tools
Job description
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.
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