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 25,000 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 someone with a passion for training & developing large teams to join us as a Customer Support Enablement Specialist. The right candidate will facilitate our global training and take ownership of Support’s New-Hire Onboarding program, working closely with other members of the support enablement team, our CS Managers, and our frontline support team to ensure our training program is top-notch. 

What will I be doing? 🚀

  • Working with stakeholders in Customer Support, R&D, as well as other enablement experts to plan the new hire onboarding experience for Customer Support. 

  • Writing or improving new + existing training materials that make complex topics easy to understand for different audiences with varying technical aptitudes 

  • Partnering closely with members of Customer Support to ensure that we’re continuously leveraging CS feedback to make training better 

  • Leveraging our L&D tools (e.g, WorkRamp) to build e-learning training materials which engage and educate our CS team 

  • Facilitating “train the trainer” sessions with tenured members of the support team to ensure the training process is treated as a team effort 

  • Supporting other training initiatives based on business need 

What skills do I need? 📖

  • 3+ years in Customer Support (directly or indirectly coaching/training teammates) OR 2+ years of experience in training, L&D, similar enablement functions

  • 1+ year working with dedicated L&D software (e.g, WorkRamp)

  • Experience creating and presenting educational content to mid-to-large groups in an engaging way 

  • Strong communication and interpersonal skills – you’ll be working with a lot of teams!

  • Experience in SaaS/Software and/or using Intercom is a plus

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!

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • 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’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.

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