Customer Support Executive
New
T
The AllianceProfessional Communities
This role can be Remote from wherever in the UK or hybrid in our London office.Full-TimeMiddle
Salary£32K - £34K; Base Salry £32K – £34K
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Job Details
- Required Skills
- ZendeskCustomer support
Requirements
- Excellent written communication skills and a calm, customer-first approach.
- Experience using support platforms like Intercom, Zendesk, or similar tools.
- Prior experience working with AI agents in a support context.
- Strong ability to prioritize tasks and manage a high-volume inbox.
- Capable of independent troubleshooting and knowing when to escalate issues.
- Strong interpersonal skills for collaborating with customers and internal teams.
- Creative problem-solving skills to identify and improve existing processes.
- Tech-savvy with the ability to quickly learn new software applications.
- Experience in knowledge database management.
- Ability to work effectively in a fast-growing, collaborative team environment.
Responsibilities
- Manage incoming member inquiries via email and ticketing system with timely, friendly responses.
- Perform escalation of complex issues to appropriate departments to ensure resolution.
- Maintain high organization across multiple tickets, deadlines, and priorities.
- Develop and maintain AI support agent responses to improve member experience.
- Collaborate with Customer Success, Education, and Product teams to resolve issues efficiently.
- Contribute to FAQs and support documentation while identifying process improvement opportunities.
- Utilize Intercom to manage tickets and report customer experience trends to the team.
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