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About the Role

Serve as the primary point of contact across support channels, resolving queries and ensuring users maximize platform value. Spearhead initiatives to preemptively address customer needs, optimize the AI support agent, analyze pain points, and build customer operations expertise.

Responsibilities

Act as the first line of contact for members via email and ticketing system, providing timely and helpful responses.
Escalate issues appropriately for deeper investigation and resolution.
Manage multiple tickets, deadlines, and internal priorities in an organized manner.
Support the maintenance, development, and improvement of the AI agent, refining responses and identifying enhancement opportunities.
Collaborate with Customer Success, Education, Product, and other departments to resolve member issues efficiently.
Contribute to FAQs, support documentation, and internal feedback loops for continuous improvement.
Utilize Intercom to manage tickets and provide feedback on customer experience improvements.

Requirements

Excellent written communication skills.
Calm, customer-first approach.
Experience with Intercom, Zendesk, or similar support platforms.
Experience working with AI agents is ideal.
Forward-thinking and detail-oriented.
Ability to identify when to escalate and when to troubleshoot.
Strong communication skills for interacting with customers and colleagues.
Team player mentality, contributing to shared goals.
Creative problem-solving skills to improve processes and identify opportunities.
Tech-savvy with the ability to learn new applications quickly.
Experience with Customer Support AI and Knowledge Database management is of particular interest.

Skills

Customer Support
AI Agents
Intercom
Zendesk
Ticketing Systems
Escalation Management
Problem-Solving
Communication
Teamwork
Knowledge Database Management

Location

Remote (UK)
Hybrid (London Office)

Work Type

Remote
Hybrid
Full-time

Experience Level

Depending on experience

Salary/Compensations

£32,000-£34,000

Benefits

34 days' annual leave (including UK Bank Holidays)
Birthday off
Enhanced family policies
Private Medical Insurance
Life Insurance (4x salary)
On-demand therapy, coaching, and mental fitness support
Heavily subsidised gym membership
Cycle to Work scheme
Workplace Nursery scheme
Flexible working hours
Monthly allowance via ThanksBen
Personal L&D budget
Four paid Learning & Development or Volunteer Days annually
Team training and development opportunities
New tech setup (laptop, screen, mouse, keyboard)
Company social events

About the Company

The Alliance leads in building world-class professional communities across various industries including Product Marketing, Sales Enablement, Product-Led Growth, AI, Customer Success, and CMOs.
With over 160,000 professionals, The Alliance provides content, courses, events, and memberships to help members learn, connect, and grow.
Their executive events bring together senior leaders to share insights and build relationships.
The Alliance engages professionals from leading organizations and startups like TikTok, Microsoft, Peloton, and Uber.

Equal Opportunity

The Alliance is committed to creating a workplace free from discrimination and bias, where everyone has equal opportunities to succeed and contribute.
They strive for a more inclusive environment every day.
Unique backgrounds, experiences, and perspectives are essential for innovation and growth.