Manager, Customer Support

Who you are

You have a strong background in customer support, ideally with experience in managing teams and delivering exceptional service. Your technical knowledge 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 that your team remains motivated and engaged. You possess excellent communication skills, enabling you to connect with both your team and customers seamlessly. Your interest in AI enhances your ability to lead a support team that utilizes advanced technologies to improve customer experiences. You are a proactive problem solver, always looking for ways to enhance processes and outcomes for your customers.

Desirable

Experience with AI technologies and customer service platforms is a plus. Familiarity with metrics and KPIs related to customer support will help you drive performance and improve service delivery. A background in technical support or a related field will further strengthen your candidacy.

What you'll do

In this role, you will lead a team of Technical Support Specialists and Engineers, ensuring that they provide top-notch support to our customers. You will be responsible for managing all aspects of the customer support function, from overseeing daily operations to developing strategies that enhance customer satisfaction. You will work closely with other departments to ensure that customer feedback is integrated into product development and service improvements. Your leadership will be crucial in fostering a culture of excellence within your team, encouraging collaboration and continuous learning. You will also analyze support metrics to identify trends and areas for improvement, implementing changes that drive efficiency and effectiveness in service delivery.

What we offer

Intercom provides a dynamic work environment where innovation and customer focus are at the forefront. You will have the opportunity to work with cutting-edge AI technologies and contribute to shaping the future of customer service. We offer competitive compensation and benefits, along with a supportive culture that values your contributions and encourages professional growth. Join us in our mission to transform customer experiences and set new standards in the industry.