Senior Customer Experience Architect at Intercom

London, England, United Kingdom

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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

Bachelor's degree in a relevant field or equivalent practical experience
Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today
Deep understanding of customer needs, service strategies, challenges, tech stack, operations, and vision for the future

Responsibilities

Develop an in-depth understanding of customer needs by immersing in their unique service strategies and challenges to identify AI-first opportunities that transform their support operations
Lead strategic insight and alignment sessions by facilitating workshops with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions that impact customer experience and operational efficiency
Drive AI-first adoption and success by guiding customers in adopting and fully integrating the AI-driven Customer Service product, Fin, to enhance customer experiences, streamline workflows, and maximize retention
Design customized support models by working with customers to develop tailored, AI-driven service models and strategic roadmaps that optimize their workflows and elevate support outcomes
Provide data-driven recommendations by offering prioritized, actionable insights and continuous optimization strategies backed by data analysis, supporting measurable improvements in customer service
Promote continuous improvement and best practices by developing and sharing best practices and insights that support impactful implementations, enhancing customer experience across the Professional Services team
Collaborate cross-functionally for customer success by serving as a strategic connector between Customer Success, Product, and Sales, providing insights to enhance both customer outcomes and product innovation
Build a knowledge repository by capturing learnings from client engagements to create a scalable knowledge base, supporting consistency and high-quality results across future projects

Skills

Key technologies and capabilities for this role

Customer ExperienceAI StrategyCustomer SupportProfessional ServicesHelpdeskSupport OperationsTech StackChange ManagementOperations Optimization

Questions & Answers

Common questions about this position

What is the salary or compensation for the Senior Customer Experience Architect role?

This information is not specified in the job description.

Is this Senior Customer Experience Architect position remote or does it require office work?

This information is not specified in the job description.

What skills and experience are required for the Senior Customer Experience Architect role?

The role requires experience as a Customer Support Leader, deep expertise in customer service strategies, ability to lead workshops and strategic sessions, knowledge of AI-driven customer support, and skills in designing customized support models with data-driven recommendations.

What is the company culture like at Intercom?

Intercom is driven by core values to push boundaries, build with speed and intensity, and consistently deliver incredible value to customers.

What makes a strong candidate for the Senior Customer Experience Architect position?

Strong candidates are experienced Customer Support Leaders who can act as thought leaders, immerse in customer organizations to identify AI-first opportunities, lead strategic workshops, drive AI adoption like Fin, and provide data-driven recommendations for optimized support models.

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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