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, 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: Have excellent written communication skills and a calm, customer-first approach. Have experience with Intercom, Zendesk or similar support platforms (ideally including experience working with AI agents) Are forward-thinking, detail-oriented and take pride in getting the small things right. Know when to elevate, 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. We’re looking for someone who can think on their feet
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