Customer Support Executive

Product Marketing Alliance

. Serve as the first line of contact for members via email and ticketing system .

Posted 9/22/2026full-timeRemote • United KingdomMid-LevelSenior💰 £32,000 - £34,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support, particularly with AI agents, while effectively managing multiple tickets and collaborating across departments. Strong written communication and problem-solving skills are essential for refining support processes and enhancing customer experience.

Highest-signal resume keywords

Customer Support ExperienceIntercom ProficiencyAI Agent ManagementCreative Problem-SolvingKnowledge Database Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTicket ManagementAI Support Agent DevelopmentProcess ImprovementDocumentation Contribution

Soft Skills

Excellent Written CommunicationDetail-OrientedTeam-Player MindsetCalm Customer-First ApproachCreative Problem-Solving

Tools & Technologies

IntercomZendeskTicketing System

Industry Keywords

Customer ExperienceUK Work EligibilitySupport DocumentationInternal Feedback Loops

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Excellent written communication skills and a calm, customer-first approach
Experience with Intercom, Zendesk or similar support platforms, ideally including experience working with AI agents
Forward thinking, detail-oriented, and takes pride in getting the small things right
Knows when to escalate and when to troubleshoot
Strong communication skills when working with customers and colleagues
Team-player mindset
Creative problem-solving skills and ability to identify process improvements
Tech-savvy and quick to learn new applications
Experience with Customer Support AI and Knowledge Database management is especially valued
Must be based in the UK and have the right to work in the UK

Benefits

Comp & perks

34 days' annual leave, including UK Bank Holidays
Birthday off every year
Enhanced family policies
Private Medical Insurance
Life Insurance (4x salary)
On-demand therapy, coaching, and mental fitness support through Oliva
Heavily subsidised gym membership via Wellness Hub
Cycle to Work and Workplace Nursery schemes
Flexible working hours
Monthly allowance via ThanksBen (£600 annually in year one, increasing with tenure)
Personal L&D budget (£500 annually in year one, increasing with tenure)
Four paid Learning & Development or Volunteer Days each year
Team training and development opportunities
New tech setup including laptop, screen, mouse, and keyboard
Company social events
A collaborative, ambitious, and supportive working environment