Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

What's the opportunity? 🤔

We’re looking for a great People Leader to join our 12 existing CS Leaders worldwide across our Sydney, Dublin, Chicago and San Francisco Offices. The Customer Support team is 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 highly motivated Customer Support Specialist 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 how Internet businesses and their customers communicate and help grow relationships. Our way of providing support is based on the principles of continuity and trust and our style of communication is personal, friendly, and fun.

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 with 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) - as 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 leading and mentoring 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 variety of snack foods and a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • Commuter benefits + 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

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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