Customer Support Associate FTC - Remote

Overview

The Company: 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 on a fixed-term contract through January 2026. 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. This is a fantastic opportunity for someone looking to build experience in customer operations within a high-growth, highly collaborative team.

In Short

• Be the first line of contact for our members via email and our ticketing system.
• Spot the difference between a quick fix and something that needs a deeper dive.
• Stay organised across multiple tickets, deadlines, and internal priorities.
• Work closely with our Customer Success team and other departments.
• Contribute to FAQs, support documentation, and internal feedback loops.
• Use Intercom to manage tickets.

Requirements

• Excellent written communication skills and a calm, customer-first approach.
• Experience with (or eagerness to learn) Intercom or similar platforms.
• Detail-oriented and take pride in getting the small things right.
• Know when to escalate and when to troubleshoot.
• Strong communicator with colleagues and customers.
• Team player focused on common goals.
• Creative problem-solver who can identify opportunities for improvement.
• Tech-savvy and quick learner.

Benefits

• Enhanced paid holiday: FTE 34 days, including UK Bank holidays and a day off on your birthday.
• Flexible hours policy to structure your work for productivity.
• Extensive tech gear kit.