Customer Support Executive

Job not on LinkedIn

🔥 11 minutes ago

🇬🇧 United Kingdom – Remote

💵 £32k - £34k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 0%

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Product Marketing Alliance

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

📚 Education

Consulting • Marketing • Education

Product Marketing Alliance is a large community organization focused on product marketing professionals. Established in February 2019, PMA aims to elevate the role of product marketing across the globe through community building, certification programs, and a vast array of resources including reports, guides, webinars, and events. They offer individual and team memberships, certification courses at various professional levels, and maintain an expansive network through virtual and in-person events. Their mission is to support and accelerate the career growth of its members by providing them with cutting-edge insights, resources, and networking opportunities. PMA fosters a professional network of over 300,000 community members and prides itself on its contributions to the field through Product Marketing Leadership Portals, summits, and various industry reports.

📋 Description

• Serve as the first line of contact for members via email and ticketing system • Provide timely, friendly, and helpful customer support responses • Distinguish quick fixes from issues requiring deeper investigation and escalate appropriately • Manage multiple tickets, deadlines, and internal priorities • Support the maintenance, development, and continuous improvement of the AI support agent • Refine AI agent responses and identify improvement opportunities • Collaborate with Customer Success, Education, Product, and other departments to resolve member issues • Contribute to FAQs, support documentation, and internal feedback loops • Use Intercom to manage tickets and communicate customer experience improvements to the wider team

🎯 Requirements

• Excellent written communication skills and a calm, customer-first approach • Experience with Intercom, Zendesk or similar support platforms, ideally including experience working with AI agents • Forward thinking, detail-oriented, and takes pride in getting the small things right • Knows when to escalate and when to troubleshoot • Strong communication skills when working with customers and colleagues • Team-player mindset • Creative problem-solving skills and ability to identify process improvements • Tech-savvy and quick to learn new applications • Experience with Customer Support AI and Knowledge Database management is especially valued • Must be based in the UK and have the right to work in the UK

🏖️ Benefits

• 34 days' annual leave, including UK Bank Holidays • Birthday off every year • Enhanced family policies • Private Medical Insurance • Life Insurance (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 via ThanksBen (£600 annually in year one, increasing with tenure) • Personal L&D budget (£500 annually in year one, increasing with tenure) • Four paid Learning & Development or Volunteer Days each year • Team training and development opportunities • New tech setup including laptop, screen, mouse, and keyboard • Company social events • A collaborative, ambitious, and supportive working environment