The world’s first customer platform helping internet businesses accelerate growth☝️

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support. Today more than 25,000 businesses, including New Relic, Sotheby’s, and Shopify, use Intercom to connect with a billion unique people worldwide.

Intercom is a deeply creative company with the confidence to believe it can fundamentally change the future of internet business. Our people are incredibly ambitious, yet humble. Warm, accepting, and positive. Whether you build, market, sell or support product, we want you to make your mark with us.

What's the opportunity? 🤔

The Customer Support team is primarily responsible for onboarding, educating and supporting our customers on a global level. They start work the moment a customer decides they want to use Intercom, and they stick with them every step of the way to ensure they get the most value from the product. Customer Support Associate Managers lead and manage a team of these highly motivated customer support representatives and engineers, ensuring their success and that of Intercom’s customers

We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company. Our vision is to fundamentally change forever how Internet businesses and their customers communicate.

What will I be doing? 🚀

  • Lead, mentor, engage, organize and grow a team of exceptionally talented and driven Intercomrades
  • Drive improvements in response times and customer satisfaction within your team and across the entire customer support organization through performance management techniques
  • Develop and improve our processes, policies and team culture tenets
  • Work directly with other Managers to manage customer support operations, ensuring that their team’s output aligns to our company and team values
  • Participate in cross-functional projects with product engineering and design, marketing and sales acting as an advocate for both the customer and Intercom
  • Work directly with your team to identify the most important challenges and synthesize the diverse feedback you hear from our customers, offering informed opinions on potential solutions
  • Embody a sense of hustle (defined as the fight to make positive, regular progress and encourage that fight in others) - this is key to the success of this team and Intercom as a whole

What skills do I need? 📖

  • 3+ years experience working in a customer support/service capacity, in a SaaS or technology company highly desired
  • 2+ years experience working in a role where you directly lead and managed people
  • Strong communication and interpersonal skills and the ability to motivate and inspire are a must
  • Solid comprehension of statistics and ability to recognize patterns in data and provide recommendations based on those patterns
  • A sense of optimism, flexibility, grit and creativity

Bonus skills & attributes 🙌

  • Bachelor of Computer Science or a strong understanding/experience with modern programming languages, concepts, and software development patterns
  • Previous experience scaling a customer facing organization

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 meaningful equity
  • Catered lunch every weekday, plus a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid parental leave program
  • 401k plan
  • Commuter benefits
  • In-office bicycle storage
  • Keep active with our wellness program that allows you to expense your gym membership and other sports activities up to $90 quarterly
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
  • Fun events for Intercomrades, friends, and family!
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