Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 🤔

Are you seeking to make an outsized impact in your next role? Do you want to drive exceptional value for companies that are transforming their businesses through the deployment of AI Agents?

Look no further, Intercom is seeking our first AI Agent Deployment Architect to drive successful implementations of Fin, our cutting-edge AI Agent that is transforming the way our customers interact with their end users. As the go-to expert on the Professional Services team for all things Fin, you’ll play a key role in shaping the deployment framework for Fin, so our customers are able to deliver intelligent, personalized, actionable, and fully automated support experiences that make every single customer feel understood and valued.

For this role, we are seeking an experienced Knowledge Management leader to join our Professional Services team in an exciting new role! In this role, your primary focus will be to drive exceptional value during the implementation of Intercom’s AI-first Customer Support solutions by providing deep expertise of our AI Agent solutions.

What will I be doing? 🚀

  • Optimize the playbook for Ai Agent (Fin) Deployment across our customer base
  • Conduct detailed discovery sessions with customers to gather information about their current Knowledge Management operations, tech stack, and typical customer queries
  • Develop a tailored deployment plan for each implementation that highlights readiness to deploy an AI-first solution
  • Develop a change management methodology that supports customers through the transformation of their Support Organization
  • Drive adoption of a “culture of knowledge” in our customers’ organizations through practical application of Knowledge Management best practices
  • Develop a deployment strategy for our comprehensive suite of AI-tools
  • Analyze customer data to develop a robust set of recommendations to optimize customer outcomes such as resolution rates and CSAT 
  • Work with the AI Engineer to construct a robust AI-agent deployment to drive maximum value
  • Help guide the Professional Services team to develop a robust set of Implementation Best Practices specific to our AI suite of tools
  • Collaborate with internal teams, such as Sales, Engineering, Product Management, and Support, to address any challenges and ensure a smooth implementation experience.
  • Work with our Product Team to pressure test alphas / betas and develop deep understanding of common customer use cases
  • Provide detailed feedback to our Product team on high priority features requested by customers

What skills do I need? 📖

  • Bachelor's degree in a relevant field or equivalent practical experience
  • Exceptional problem-solving skills, with the ability to analyze complex requirements and propose effective solutions
  • Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
  • Ability to handle multiple client projects simultaneously and prioritize tasks effectively
  • Passion for delivering exceptional customer service and driving customer success

Bonus skills & attributes 🙌

  • Experience with AI Agents and / or generative AI 
  • Basic understanding of RESTful API integrations 
  • Basic understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels 
  • Experience in Knowledge Management 

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
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

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

The base salary range for candidates within the San Francisco Bay Area is $163,078 - $189,523. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

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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