Customer Support Manager - AI Focus - Remote

Overview

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.

In Short

• Lead a support team at a support-focused company.
• Manage Technical Support Specialists and Engineers.
• Drive customer satisfaction and response times.
• Identify and execute on solutions for customer experience.
• Collaborate with marketing, sales, and R&D.
• Develop and improve processes for customer support.
• Embrace a high-growth, start-up environment.
• Focus on AI in customer service.
• Foster a culture of belonging and ownership.
• Provide systems and strategies for team success.

Requirements

• 4+ years in customer support/service, preferably SaaS.
• 3+ years leading and managing a team.
• Strong communication and interpersonal skills.
• Experience with performance metrics and team meetings.
• Customer-focused with a track record of improving customer interactions.
• Knowledge of the technology industry.
• Ability to analyze data and provide insights.
• Optimistic, flexible, and resilient mindset.

Benefits

• Competitive salary and equity.
• Daily lunch and stocked kitchen.
• Regular compensation reviews.
• Pension scheme and life assurance.
• Comprehensive health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme and secure bike storage.
• MacBooks provided; Windows available for some roles.