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? 🤔
We're looking for a Customer Success Representative to work on Saturdays and Sundays + 3 weekdays from anywhere in Sydney, Australia, taking 2 weekdays off. If you are hungry to upskill really fast and be given extra responsibility, have some engineering/web development experience and want to create a truly exceptional customer experience, the Support team at Intercom is the one for you. The Customer Support team is primarily responsible for onboarding, educating, and supporting our customers on a global level. We start work the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product. Support Representatives are responsible for working directly with customers to help them get started and grow in using Intercom, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.
What will I be doing? 🚀
- Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then
- Owning customer communications and issues from initial contact until resolution
- Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
- Influencing the direction of Intercom, the product
- Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
What skills do I need? 📖
- A genuine enjoyment of technology
- An understanding of internet culture
- Previous experience in a troubleshooting environment
- Great problem solving abilities
- The ability to rapidly switch gears while retaining focus on the bigger picture
- Passion for talking to customers all day, every day
- Excellent communication and writing skills
- The ability to explain complex topics in easy to understand and concise language [English]
- Ambition, eagerness and the will to learn and improve upon your own skills
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.
- Catered lunch every weekday, plus a fully stocked kitchen.
- Regular compensation reviews - we reward great work!
- Flexible holidays so you can take time off when you need it.
- Healthcare stipend towards private health insurance for you and your partner/spouse.
- Commuting is a breeze with our generous public transport allowance.
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.
We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.