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Intercom // platform for customer support & feedback
 
Chicago, IL    Posted: Wednesday, April 14, 2021
 
   
 
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Communication has changed for people. Its changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleacross acquisition, engagement, & 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, & so much more.

What's the opportunity?

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

Were looking for a great People Leader to join our 9 existing Customer Support Leaders worldwide across our Dublin, Chicago & Sydney locations.

You will be leading a high performing team of Customer Support Specialists & 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 & you have the opportunity to jump on this rocketship to have real impact & be recognised!

Our way of providing support is based on the principles of continuity & trust & our style of communication is personal, friendly & 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 youre just starting out in your career or want to get a deeper understanding of fundamental customer motivations & 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. Thats the opposite of who we are.

What will I be doing?

  • This role is critical to our companys mission, as you will be onboarding, developing, leading, engaging, motivating & supporting our CS team, who in turn supports our customers globally.

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

  • Drive improvements in response times & customer satisfaction within your team & across the entire customer support organization through performance management techniques.

  • Develop & improve our processes, policies, & team values.

  • Work directly with other Managers to manage customer support operations, ensuring that their teams output aligns with our company & team values.

  • Participate in cross-functional projects with product engineering & design, marketing & sales acting as an advocate for both the customer & Intercom.

  • Work directly with your team to identify the most important challenges & 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 & encourage that fight in others) - as this is key to the success of this team & Intercom as a whole.

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

Intercom is a high growth environment & you will thrive here if youre resilient, love supporting & developing people through change, & are able to provide systems & strategies to be successful & 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 were open to speaking to people from all CS backgrounds

  • Minimum of 1 year experience in a role where you directly led & managed people

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

  • Previous experience managing a team to metrics & hosting regular performance reviews

  • Comprehensive knowledge of & interest in the technology industry

  • Ability to recognize patterns in data & provide recommendations based on those patterns

  • A sense of optimism, flexibility, resilience, grit, & 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 theres something important to you thats not on this list, talk to us! :)

  • Competitive salary & meaningful equity

  • Fully funded comprehensive medical, dental, & vision coverage

  • Regular compensation reviews - great work is rewarded!

  • Open vacation policy & 10 corporate holidays

  • Paid Parental Leave Program

  • 401k plan

  • In-office bicycle storage

  • Fun events for Intercomrades, friends, & family!

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

Intercom values diversity & 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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