Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.
Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.
Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Join us to help define and lead the AI revolution for customer service.
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 two 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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