Associate Manager, Customer Support
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Communication has changed for people. Itâ€™s changed for businesses, too.
Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleâ€”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? ðŸ¤”
Weâ€™re looking for a great People Leader to join our 12 existing CS Leaders worldwide across our Sydney, Dublin, Chicago and San Francisco Offices. The Customer Support team is responsible for onboarding, educating, and supporting our customers on a global level. They start work the moment a customer decides they want to use Intercom, and they stick with them every step of the way to ensure they get the most value from the product. Customer Support Associate Managers lead and manage a team of highly motivated Customer Support Specialist and Engineers, ensuring their success and that of Intercomâ€™s customers.
We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company. Our vision is to fundamentally change how Internet businesses and their customers communicate and help grow relationships. Our way of providing support is based on the
principles of continuity and trust
and our style of communication is
personal, friendly, and fun
What will I be doing? ðŸš€
Lead, mentor, engage, organize, and grow a team of exceptionally talented and driven Intercomrades
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 culture tenets
Work directly with other Managers to manage customer support operations, ensuring that their teamâ€™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
What skills do I need? ðŸ“–
3 years experience working in a customer support/service capacity, in a SaaS or technology company highly desired
2 years experience working in a role leading and mentoring people
Strong communication and interpersonal skills and the ability to motivate and inspire are a must
Solid comprehension of statistics and ability to recognize patterns in data and provide recommendations based on those patterns
A sense of optimism, flexibility, grit, and creativity
Bonus skills & attributes ðŸ™Œ
Bachelor of Computer Science or a strong understanding/experience with modern programming languages, concepts, and software development patterns
Previous experience scaling a customer facing organization
We are a well-treated bunch, with awesome benefits! If thereâ€™s something important to you thatâ€™s not on this list, talk to us! :)
Competitive salary and meaningful equity
Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Fully funded comprehensive medical, dental, and vision coverage
Open vacation policy and 10 corporate holidays
Paid Parental Leave Program
Commuter benefits 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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