Manager, Customer Support

Intercom; Chicago (IL); On-site; USD 109,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive medical coverage

Flexible paid time off

Paid Parental Leave

Office bicycle storage

Events for employees and families

Job summary

Intercom is seeking a Customer Support Team Leader to guide a high-performing team dedicated to delivering exceptional customer experiences. You will manage Technical Support Specialists and Engineers, ensuring alignment with company strategy and core values.

The ideal candidate possesses over 4 years of customer service experience, with a focus on team leadership and a passion for customer obsession. This role offers a competitive salary range and a hybrid work environment.

Qualifications

• 4+ years experience in customer support/service, ideally in SaaS or technology.
• 3+ years leading a team and fostering a strong team culture.
• Proven track record of enhancing customer interactions.

Responsibilities

• Lead a team of Technical Support Specialists and Technical Support Engineers.
• Drive customer satisfaction and optimize response times.
• Develop and execute workflows to enhance the customer experience.

Skills

Customer support experience

Team management

Strong communication skills

Customer focus

Data analysis

Resilience and flexibility

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What's the opportunity?

Fin is a complete customer service platform, and the leader in AI for customer service. This is a unique opportunity to lead a support team at a support focused company, and showcase our vision for AI first customer service experience.

You will be leading a high performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers. We’re looking for a motivated, independent operator, who is comfortable wearing multiple hats and is energized by constant change. The ideal candidate will have exceptional customer service skills, solid technical experience, an interest in AI and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.

• 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
• Strong communication / writing skills and interpersonal skills. You will be leading and collaborating with your global peers async most of the time
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings
• Customer focus - you obsess over the customer experience and 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 based on those patterns
• A sense of optimism, flexibility, resilience, grit, and creativity

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• In-office bicycle storage
• Fun events for employees, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $109,000 - $130,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.