Member Support Executive

About Parliament Hill  Parliament Hill helps membership organisations offer their members access to great value lifestyle benefits. We work with professional bodies, trade associations, and unions to build tailored benefits platforms that drive value for both members and organisations.  We're transforming our member experience — moving away from manual, reactive service to a model that’s smart, scalable and digital-first, while still being human when it matters most. This role is at the heart of that evolution. You’ll have real ownership and the opportunity to shape how we deliver support now and into the future. Role Overview  We’re looking for a capable, hands-on Member Support Executive to deliver an exceptional support experience to our members — and help us redefine what great support looks like at scale.  This is a diverse role:  60% of your time will be spent directly supporting customers and members by handling day-to-day enquiries and troubleshooting issues.  The rest of your time will be focused on building the tools, systems, and processes that allow us to deliver scalable, self-service support and drive proactive adoption, primarily through Intercom.  In addition, you’ll be responsible for maintaining FCA compliance administration across our customer base — ensuring key processes and documentation are accurate, up to date, and auditable.  Key Responsibilities  - Respond to and resolve inbound customer and member queries via chat, email, phone and our Help Centre with speed, accuracy and empathy.  - Take full ownership of Intercom - develop, maintain and continuously improve support workflows, FAQs, macros, and help articles to enable faster, self-directed resolution.  - Bring a customer-centric mindset to build proactive journeys via Intercom (e.g. in-app messages, product tours) to guide users to new features or address common pain points.  - Collaborate closely to proactively surface issues or opportunities to Product, Partnerships, or Customer Success teams.   - Maintain and manage documentation related to FCA compliance — including administration of required records, process tracking, and audit preparedness.  - Contribute to the continuous improvement of our support strategy, identifying opportunities to scale efficiently while maintaining a human touch where it matters most.  Essential Skills:  - 1+ years of customer support or customer success experience, ideally in a digital-first, high-growth environment.  - Excellent communication skills — written and verbal — clear, warm and solution focussed.  - A natural problem-solver who can diagnose issues and guide users to resolution.  - Process oriented - you enjoy creating structure, improving systems, and scaling processes.   - High attention to detail, with strong organisational and time-management skills.  - Technical proficiency of building and maintaining Intercom workflows, FAQs, macros, articles and self service tools.    - Comfortable working autonomously and wearing multiple hats in a fast-paced environment  Desirable Skills:  - Previous experience of building a support team from the ground up including proactive engagement strategies that support product adoption  Personal Attributes:  - Resilient and adaptable in a changing environment - Positive approach to problem solving and continuous improvement - Clear belief in Parliament Hill’s mission and the value we deliver to members

Created: 2025-07-23