Remote Customer Service Specialist

Customer Support Associate

When it comes to digital communities, The Alliance is leading the way. Product marketing, sales enablement, product-led growth, AI, customer success, CMOs; you name it, we're home to thriving communities for them all.

With over 70,000+ professionals part of our communities and a never-ending supply of content, courses, events, and memberships, we are a key part of all our members' growth. We pride ourselves on being the high-level learning partners of some of the world's largest and most influential professionals and companies.

About the Role

We're on the lookout for a detail-driven and proactive Customer Support Associate to join our Customer Success team. You'll be on the front line of our support channels, helping members resolve issues and get the most out of their experience with us. Our main team is based in the UK, but the majority of our customer base is in North America, so we're looking for someone based in North America to provide excellent support coverage during West Coast working hours. This is a fully remote role and a fantastic opportunity for someone looking to build experience in customer operations within a high-growth, highly 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. Manage all communications via our Intercom platform.

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 Keeper : Keep a clear head and a clean inbox, staying organized across multiple tickets, deadlines, and internal priorities.

Internal Collaborator : Work closely with our Customer Success team, Education Team, Production 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 if you're new to it, we'll train you up fast!).

Contract type : Contractor or Freelance. There's potential for the role to progress into the Customer Success scope, depending on business needs and / or individual performance. Location : this role is fully Remote within North America only.

This role is for you if you :

Have excellent written communication skills and a calm, customer-first approach.

Have experience with Intercom or similar support platforms.

Are detail-oriented and take pride in getting the small things right.

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. We're looking for someone who can think on their feet, solve problems, and identify opportunities.

Tech-savvy - we lean on lots of different apps and while we'll obviously onboard you on each, we're looking for a quick learner who can show us a thing or two.

Community and Inclusion : We are committed to creating a workplace that is free from discrimination and bias, and where everyone has equal opportunities to succeed and contribute. We acknowledge that our work here is never done - and we promise to continue striving for inclusivity every day. If you're worried you don't quite hit all the requirements we've listed, don't let that hold you back from submitting your application! Unique backgrounds, experiences, and perspectives are essential for our ability to innovate and grow, so if you think you'd be a great fit then we'd love to hear from you. We are The Alliance - in more ways than one.