Customer Support Executive

Role overview A front-line customer support role within the Customer Success team of a professional community platform, serving as the primary contact across email and ticketing channels for members of large practitioner communities. Beyond resolving tickets, the role takes ownership of proactive initiatives such as tuning an AI support agent, surfacing pain points, and tightening support operations. It suits someone who enjoys both daily member interactions and forward-looking process improvement.

Responsibilities - Act as the first line of contact for members via email and a ticketing system, delivering timely and helpful responses each day. - Triage incoming issues, escalating complex cases while resolving routine ones independently. - Stay organised across multiple open tickets, priorities, and deadlines without losing quality. - Maintain and improve the AI support agent, refining its responses, identifying gaps, and ensuring a strong experience when no human is available. - Work closely with Customer Success, Education, Product, and other internal teams to resolve member issues quickly. - Contribute to FAQs, support documentation, and internal feedback loops that continuously improve the support function. - Use Intercom to manage tickets and feed customer experience insights back to the wider team.

Requirements - Excellent written communication and a calm, customer-first approach. - Hands-on experience with Intercom, Zendesk, or comparable support platforms, ideally including work with AI agents. - Strong judgement about when to troubleshoot independently and when to escalate. - Detail-oriented and forward-thinking, with pride in getting the small things consistently right. - Comfortable collaborating across Customer Success, Product, Education, and other internal teams. - Creative problem-solving skills and a mindset of always looking for process improvements. - Tech-savvy, quick to learn new tools, with particular interest in Customer Support AI and knowledge base management.

Benefits and work setup - Base salary of £32,000 to £34,000 depending on experience. - Remote from anywhere in the UK, or hybrid in a London office. - 34 days of annual leave including UK bank holidays, plus your birthday off each year. - Enhanced family policies, private medical insurance, and life insurance at four times salary. - On-demand therapy, coaching, and mental fitness support, plus a subsidised gym membership. - Cycle to Work and Workplace Nursery schemes. - Flexible working hours and a monthly benefits allowance that grows with tenure. - Personal learning and development budget and four paid L&D or volunteer days per year. - New tech setup including laptop, screen, mouse, and keyboard, plus company social events.