Senior Customer Experience Architect

Intercom; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service technology firm in Greater London is seeking an experienced Customer Support Leader to drive AI adoption and enhance customer experiences. The ideal candidate will have a bachelor's degree and extensive experience in customer support systems. You will collaborate with customers, implement tailored support models, and lead insight sessions to maximize operational efficiency. This role offers a competitive salary, benefits including health insurance, and a flexible paid time off policy.

Benefits

Competitive salary and equity

Daily lunch and snacks

Regular compensation reviews

Pension scheme with match

Comprehensive health insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

MacBook or desired equipment

Qualifications

• Experience as a Customer Support Leader (Manager, Director or above).
• Deep understanding of customer support processes and workflows.
• Proven experience in customer support system implementation.

Responsibilities

• Drive AI-First adoption and success with customers.
• Lead workshops to align customer goals and explore solutions.
• Develop customized support models for clients.

Skills

Customer Support Leadership

Problem-solving

Communication

Customer Success

Education

Bachelor's degree or equivalent experience

Tools

Intercom

Zendesk

FreshDesk

Job description

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What will I be doing?

• Develop an In-depth Understanding of Customer Needs: Immerse yourself in our customers’ unique service strategies and challenges to identify AI-first opportunities that transform their support operations.
• Lead Strategic Insight and Alignment Sessions: Facilitate workshops with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions that impact customer experience and operational efficiency.
• Drive AI-First Adoption and Success: Guide customers in adopting and fully integrating our AI-driven Customer Service product, Fin, to enhance customer experiences, streamline workflows, and maximize retention.
• Design Customized Support Models: Work with customers to develop tailored, AI-driven service models and strategic roadmaps that optimize their workflows and elevate support outcomes.
• Provide Data-Driven Recommendations: Offer prioritized, actionable insights and continuous optimization strategies backed by data analysis, supporting measurable improvements in customer service.
• Promote Continuous Improvement and Best Practices: Develop and share best practices and insights that support impactful implementations, enhancing customer experience across our Professional Services team.
• Collaborate Cross-functionally for Customer Success: Serve as a strategic connector between Customer Success, Product, and Sales, providing insights to enhance both customer outcomes and product innovation.
• Build a Knowledge Repository: Capture learnings from client engagements to create a scalable knowledge base, supporting consistency and high-quality results across future projects.

What skills do I need?

• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today.
• Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
• Proven experience in customer support system implementation; experience with Intercom, Zendesk, FreshDesk or similar customer support platforms is highly desirable.
• Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
• Excellent communication and presentation skills, with the ability to build relationships with customers and internal stakeholders.
• Ability to handle multiple client projects simultaneously and prioritize tasks effectively.
• Passion for delivering exceptional customer service and driving customer success.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers.
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too.
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.

Policies

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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