Manager, Customer Support

Chicago, ILfull timeRemote

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senior

$109k–$130k

H1B: yes

Intercom Manager, Customer Support at Intercom leads a team of Technical Support Specialists and Engineers to deliver exceptional customer experiences. This role focuses on people management, culture building, and driving customer satisfaction metrics.

Responsibilities

As a company we are majorly focused on AI so we hope you’ll be excited about the way AI is changing the customer support world and experience for our customers.
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 Fin’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 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.
Process - Develop and improve our processes and policies to drive simplicity and results
Fin 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 year experience in a role where you directly led and managed a team of people and built a strong team culture

Qualification

Exceptional customer service skillsSolid technical experienceInterest in AI

Required

Exceptional customer service skills
Solid technical experience
Interest in AI
Proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Parental Leave

Company

Intercom

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

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Exceptional customer service skillsSolid technical experienceInterest in AI

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