Manager, Customer Support

Who you are

You have a proven track record in customer support management, ideally with experience in leading teams that deliver exceptional service. Your strong technical background allows you to understand complex customer queries and guide your team effectively. You thrive in a fast-paced environment and are comfortable adapting to constant changes, ensuring your team remains agile and responsive to customer needs. Your exceptional communication skills enable you to build strong relationships with both your team and customers, fostering a collaborative atmosphere. You are passionate about leveraging AI technologies to enhance customer service experiences and are eager to showcase innovative solutions. You understand the importance of metrics and data in driving team performance and customer satisfaction, and you are committed to continuous improvement.

What you'll do

In this role, you will lead a team of Technical Support Specialists and Engineers, ensuring they have the resources and support needed to excel in their roles. You will be responsible for developing and implementing strategies that enhance the customer support experience, utilizing AI tools to streamline processes and improve response times. You will work closely with other departments to ensure a cohesive approach to customer service, aligning your team's efforts with the company's overall mission. Regularly analyzing customer feedback and support metrics will be crucial in identifying areas for improvement and implementing necessary changes. You will also play a key role in training and mentoring your team, helping them develop their skills and advance their careers within the company. Your leadership will be instrumental in maintaining high standards of service and ensuring customer satisfaction remains a top priority.

What we offer

Intercom offers a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with cutting-edge AI technologies that are transforming customer service. We provide competitive compensation and benefits, along with opportunities for professional development and growth. Our culture emphasizes teamwork and support, ensuring that you and your team have the tools and resources needed to succeed. Join us in setting the new standard for customer service and making a meaningful impact on businesses worldwide.