Manager, Customer Support

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Intercom is a complete customer service platform, and the leader in AI for customer service. This is a unique opportunity to lead a support team at a support focused company, and showcase our vision for AI first customer service experience.

You will be leading a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers. We’re looking for a motivated, independent operator, who is comfortable wearing multiple hats and is energized by constant change. The ideal candidate will have exceptional customer service skills, solid technical experience, an interest in AI and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.

As a company we are majorly focused on AI so we hope you’ll be excited about

the way AI is changing the customer support world

and experience for our customers.

What will I be doing?

People management

• Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers

Culture

• Motivate and ensure the CS team is deeply aligned and committed to Intercom’s strategy, vision, and core values

CS results

• Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization.

Building

• Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience. This is start up environment and we’re constantly testing and learning new things

Cross-functional projects

• partner with marketing & sales, and R&D as the voice of CS and our customers.

Process -

Develop and improve our processes and policies to drive simplicity and results

Intercom is a high growth environment and you will thrive here if you’re resilient, love supporting and developing people through change, and are able to provide systems and strategies to be successful and support your contributors in a meaningful way.

What skills do I need?

4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired

Minimum of 3 year experience in a role where you directly led and managed a team of people and built a strong team culture

Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time

Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings

Customer focus - you obsess over the customer experience and proven track record of building customer obsession into customer interactions, processes, and culture

Comprehensive knowledge of and interest in the technology industry

Ability to recognize patterns in data and provide recommendations based on those patterns

A sense of optimism, flexibility, resilience, grit, and creativity

Benefits

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

Competitive salary and equity in a fast-growing start-up

We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

Regular compensation reviews - we reward great work!

Pension scheme & match up to 4%

Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

Flexible paid time off policy

Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our

core values

.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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