Associate Manager, Customer Support

What's the opportunity? 🤔

Intercom is a complete customer service platform, and the leader in AI for customer service. This is a unique opportunity to lead a support team at a support focused company, and showcase our vision for AI first customer service experience.

You will be leading a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for the NAMER region. We’re looking for a motivated, independent operator, who is comfortable wearing multiple hats and is energized by constant change. The ideal candidate will have exceptional customer service skills, solid technical experience, and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.

What will I be doing? 🚀

• 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. This is a start up environment and we’re constantly testing and learning new things.
• Cross-functional projects - Partner with marketing & sales, and R&D as the voice of CS and our customers.

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? 📖

• 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. You will be leading a NAMER team, and then collaborating with your global peers mostly async.
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings.
• Customer focus - you obsess over the customer experience and 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.

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!
• Open vacation policy and 10 corporate holidays
• 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.

Last updated on Aug 26, 2024