[Hiring] Customer Support Executive @Product Marketing Alliance

Role Description

We are on the lookout for a detail-driven, proactive Customer Support Executive to join our vibrant Customer Success team. In this role, you will serve as the primary point of contact across our support channels, elevating the overall member experience by resolving queries and ensuring our users maximize the value of our platform.

Beyond day-to-day support, you will spearhead forward-looking initiatives designed to preemptively address customer needs, such as:

• Optimizing our AI support agent
• Analyzing key pain points
• Building expertise in customer operations within a fast-growing, collaborative environment

Responsibilities

• Customer Support Champion: Be the first line of contact for our members via email and our ticketing system, providing timely, friendly, and helpful responses every day.
• Escalation Pro: Spot the difference between a quick fix and something that needs a deeper dive, escalating where appropriate to keep things moving smoothly.
• Priority Pro: Keep a clear head and a clean inbox, staying organized across multiple tickets, deadlines, and internal priorities.
• AI Agent Champion: Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping to refine its responses, identify opportunities for improvement, and ensure it continues to deliver a great experience for our members when we’re not around.
• Internal Collaborator: Work closely with Customer Success, Education, Product, and other departments to resolve member issues quickly and efficiently.
• Process Improver: Contribute to FAQs, support documentation, and internal feedback loops to make us even better, every day.
• Platform Power User: Use Intercom to manage tickets and feed back customer experience improvements to the wider team.

Qualifications

• 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 take pride in getting the small things right.
• Ability to know when to escalate and when to troubleshoot.
• Strong communicator - from our customers to your colleagues, you’ll be working very closely with lots of people.
• Team player - success doesn’t happen in a vacuum; we need everyone in the org to be rallied around the same goals and helping each other out to achieve them.
• Creative problem-solver - we know that processes can always be improved.
• Tech-savvy - quick learner who can show us a thing or two, especially with Customer Support AI and Knowledge Database management.

Benefits

• Time Off: 34 days' annual leave, including UK Bank Holidays; your birthday is off every year.
• Health & Wellbeing: 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.
• Flexibility: Flexible working hours, allowing you to work when you are most productive; monthly allowance via ThanksBen (£600 annually in year one, increasing with tenure).
• Learning & Development: 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.
• Equipment & Culture: New tech setup including laptop, screen, mouse, and keyboard; company social events; a collaborative, ambitious, and supportive working environment.
• Community & Inclusion: Commitment to creating a workplace that is free from discrimination and bias, where everyone has equal opportunities to succeed and contribute.