Manager, Customer Support at Intercom

Intercom is seeking a Manager, Customer Support to lead a team of Technical Support Specialists and Engineers in Dublin, Ireland. Intercom is a complete customer service platform and the leader in AI for customer service. The ideal candidate will have exceptional customer service skills, solid technical experience, an interest in AI, and experience leading a distributed customer support team at a SaaS organization.

The role involves:

• Onboarding, developing, coaching, and leading a team of approximately 10 inboxing teammates.
• Promoting a team culture of belonging and of owners and problem solvers.
• Ensuring the Customer Support team is deeply aligned and committed to Intercom’s strategy, vision, and core values.
• Being responsible for and driving first response times and customer satisfaction within the team and across the Customer Support organization.
• Identifying, creating solutions, and executing on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience.
• Partnering with marketing & sales, and R&D as the voice of CS and customers.
• Developing and improving processes and policies to drive simplicity and results.

Requirements for this role include:

• 4+ years' experience working in a customer support/service capacity, preferably in a SaaS or technology company.
• Minimum of 3 years' experience in a role directly leading and managing a team.
• Strong communication/writing and interpersonal skills.
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, and running team meetings.
• Customer focus with a 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.

Intercom offers:

• Competitive salary and equity.
• Lunch every weekday, snack foods, and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme and match up to 4%.
• Life assurance, health, and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme.