Blog April 21, 2021

Manager, Customer Support

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? 🤔
As our customer base continues to grow around the world, so does our Customer Support team.

We’re looking for a great People Leader to join our 9 existing Customer Support Leaders worldwide across our Dublin, Chicago and Sydney locations.

You will be reporting into the regional director, leading a high performing team of 6-10 Customer Support Specialists and Customer Support Engineers while managing all aspects of delivering an exceptional customer experience. Now is a great time to join – Intercom is experiencing a high rate of growth and you have the opportunity to jump on this rocketship to have real impact and be recognised!

Our way of providing support is based on the principles of continuity and trust and our style of communication is personal, friendly and fun. We are big fans of visual communication (think emojis, stickers, GIFs) – we believe that visual support is human support!

We use Intercom to support Intercom customers, so whether you’re just starting out in your career or want to get a deeper understanding of fundamental customer motivations and how those are applied to building an ambitious, world-class product, this role provides that great opportunity. We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathizing, just programmatically following instructions. That’s the opposite of who we are.

What will I be doing? 🚀🚀
This role is critical to our company’s mission, as you will be onboarding, developing, leading, engaging, motivating and supporting our CS team, who in turn supports our customers globally.

Refining your people leadership and project management expertise in an exciting tech company alongside an ambitious team of people leaders.

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 values.

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.

You will help us solve a real need for leadership and in turn we will help you take your skills to the next level through training, support and mentorship from your manager Bobby Stapleton and the global CS management team.

Intercom is a high growth environment and you will thrive here if you’re resilient, love supporting and developing people through change, and are able to provide systems and strategies to be successful and support your contributors in a meaningful way.

What skills do I need? 📖
3+ years experience working in a customer support/service capacity – SaaS or technology company highly desired but we’re open to speaking to people from all CS backgrounds

Minimum of 1 year experience in a role where you directly led and managed a team of people and built a strong team culture

Strong communication and interpersonal skills and the ability to motivate and inspire are a must

Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings

Comprehensive knowledge of and interest in the technology industry

Ability to recognize patterns in data and provide recommendations based on those patterns

A sense of optimism, flexibility, resilience, grit, and creativity

Bonus skills & attributes(nice to haves) 🙌
Background in a SaaS or technology company

Previous experience scaling a customer support organization

Past career progression/growth within an organisation

Previous experience managing a team of people whose roles have differing responsibilities/subject matter expertise

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

Fully funded comprehensive medical, dental, and vision coverage

Regular compensation reviews – great work is rewarded!

Open vacation policy and 10 corporate holidays

Paid Parental Leave Program

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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