Manager, Customer Support at Intercom

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

4+ years experience working in a customer support/service capacity - SaaS or technology company highly desired
Minimum of 3 years experience in a role where you directly led and managed a team of people and built a strong team culture
Strong communication / writing skills and interpersonal skills (leading and collaborating with global peers async most of the time)
Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans, and running team meetings
Customer focus - obsess over the customer experience with a proven track record of building customer obsession into customer interactions, processes, and culture
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
Motivated, independent operator comfortable wearing multiple hats and energized by constant change
Exceptional customer service skills, solid technical experience, interest in AI
Proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization

Responsibilities

People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and of owners and problem solvers
Culture - Motivate and ensure the CS team is deeply aligned and committed to Intercom’s strategy, vision, and core values
CS results - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
Building - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience (startup environment with constant testing and learning)
Cross-functional projects - Partner with marketing & sales, and R&D as the voice of CS and our customers
Process - Develop and improve processes and policies to drive simplicity and results
Lead a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience

Skills

Customer Service

People Management

Team Leadership

Technical Support

SaaS

Onboarding

Coaching

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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