Product Marketing Alliance

Customer Support

• Serve as the first line of contact for members via email and ticketing system
• Provide timely, friendly, and helpful customer support responses
• Distinguish quick fixes from issues requiring deeper investigation and escalate appropriately
• Manage multiple tickets, deadlines, and internal priorities
• Support the maintenance, development, and continuous improvement of the AI support agent
• Refine AI agent responses and identify improvement opportunities
• Collaborate with Customer Success, Education, Product, and other departments to resolve member issues
• Contribute to FAQs, support documentation, and internal feedback loops
• Use Intercom to manage tickets and communicate customer experience improvements to the wider team

Customer Support Executive