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 an 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 a startup 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 years 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 have a 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 startup.
* 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.
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