Customer Support Executive

📋 Description

• Be the first line of contact for our members via email and our ticketing system, providing timely
• Spot the difference between a quick fix and something that needs a deeper dive, escalating where
• Keep a clear head and a clean inbox, staying organised across multiple tickets, deadlines, and
• Support the ongoing maintenance, development, and continuous improvement of our AI agent, helping
• Work closely with Customer Success, Education, Product and other departments to resolve member
• Contribute to FAQs, support documentation, and internal feedback loops to make us even better

🎯 Requirements

• Have excellent written communication skills and a calm, customer-first approach.
• Have experience with Intercom, Zendesk or similar support platforms (ideally including experience
• Are forward thinking, 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
• Team player - success doesn’t happen in a vacuum, we need everyone in the org to be rallied around

🎁 Benefits

• 34 days' annual leave, including UK Bank Holidays.
• Your birthday is off every year.
• Enhanced family policies.
• Private Medical Insurance.
• Life Insurance (4x salary).
• On-demand therapy, coaching, and mental fitness support through Oliva.