Customer Support Executive

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the primary point of contact for members through email and the ticketing system.

• Deliver prompt, friendly, and effective customer support responses.

• Differentiate between quick fixes and issues that require further investigation, escalating as necessary.

• Handle multiple tickets, deadlines, and internal priorities efficiently.

• Assist in the maintenance, development, and ongoing enhancement of the AI support agent.

• Improve AI agent responses and pinpoint opportunities for enhancement.

• Work collaboratively with Customer Success, Education, Product, and other departments to resolve member issues.

• Contribute to FAQs, support documentation, and internal feedback mechanisms.

• Utilize Intercom to manage tickets and relay customer experience enhancements to the broader team.

⛳️ Requirements

• Exceptional written communication skills coupled with a calm, customer-centric approach.

• Experience with Intercom, Zendesk, or similar support platforms, preferably with exposure to AI agents.

• Proactive, detail-oriented, and committed to getting the finer details right.

• Capable of discerning when to escalate issues and when to troubleshoot independently.

• Strong communication abilities when interacting with customers and colleagues alike.

• A team-oriented mindset.

• Innovative problem-solving skills with a knack for identifying process enhancements.

• Tech-savvy with a quick adaptability to new applications.

• Experience in Customer Support AI and Knowledge Database management is particularly valued.

• Must reside in the UK and possess the legal right to work in the UK.

🏝️ Benefits

• 34 days of annual leave, inclusive of UK Bank Holidays.

• Day off on your birthday every year.

• Enhanced family policies.

• Private Medical Insurance.

• Life Insurance equivalent to 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 through ThanksBen (£600 annually in the first year, increasing with tenure).

• Personal Learning & Development budget (£500 annually in the first year, increasing with tenure).

• Four paid Learning & Development or Volunteer Days each year.

• Opportunities for team training and development.

• New technology setup including laptop, screen, mouse, and keyboard.

• Company-organized social events.

• A collaborative, ambitious, and supportive work environment.