Remote UK: Customer Support Executive & AI Agent Champion

United States Digital Space LLC; United States; On-site; USD 43,000 - 46,000; Full time

Benefits offered by this job

34 days annual leave

Birthday off annually

Private Medical Insurance

Life Insurance (4x salary)

Mental fitness support via Oliva

Gym membership subsidy

Cycle to Work

Flexible working hours

L&D budget and volunteer days

Job summary

The Alliance is seeking a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact across our support channels, resolving queries and ensuring our members maximize value of our platform.

You will help advance AI support, analyze pain points, contribute to FAQs, and collaborate with Education, Product and other teams to improve processes, while using Intercom to manage tickets.

Qualifications

• Excellent written communication and a customer-first approach.
• Experience with Intercom, Zendesk or similar platforms; familiarity with AI agents is a plus.
• Ability to manage multiple tickets with a calm, organized mindset.
• Willingness to escalate issues when necessary to keep things moving.

Responsibilities

• Be the first point of contact for members via email and ticketing system.
• Escalate issues requiring deeper investigation to keep momentum.
• Maintain an organized inbox and track multiple tickets and priorities.
• Support ongoing maintenance and improvement of our AI agent.
• Collaborate with Customer Success, Education, Product and other teams to resolve issues.
• Contribute to FAQs, support documentation, and internal feedback loops.
• Use Intercom to manage tickets and provide UX feedback to the team.

Skills

Communication

Detail-oriented

Team player

Creativity

Tech-savvy

Tools

Intercom

Zendesk

Job description

The Alliance is seeking a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. You will be the primary contact across our support channels, resolving queries and ensuring our members maximize value of our platform.

You will help advance AI support, analyze pain points, contribute to FAQs, and collaborate with Education, Product and other teams to improve processes, while using Intercom to manage tickets.