About The Alliance The Alliance is leading the way. From Product Marketing and Sales Enablement to Product-Led Growth, AI, Customer Success, and CMOs, we’re home to some of the most engaged and influential communities in the industry. 160,000+ professionals across our communities and a constant stream of content, courses, events, and memberships, we help our members learn, connect, and grow. Our executive events are a key part of that mission—bringing together senior leaders to share insights, tackle industry challenges, and build meaningful relationships. Tik Tok, Microsoft, Peloton, and Uber . The Role 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, and 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 organised 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.
Compensation: £32,000-34,000 base Salary (depending on experience)
Location: this role can be Remote from wherever in the UK or hybrid in our London office.
This role is for you if you:
Benefits: We believe exceptional people deserve exceptional support.
Time Off:
Health & Wellbeing: Flexibility: Learning & Development: Equipment & Culture Community & Inclusion We are The Alliance—in more ways than one.
…