Manager, Customer Support Chicago, Illinois

Intercom; Chicago, Northern (IL, KY); Hybrid; USD 109,000 - 130,000; Full time

Benefits offered by this job

Bonus program

Stock options / RSUs

Hybrid work

Job summary

Fin, now part of Salesforce, is seeking a Head of Customer Support in the Greater Chicago Area. You will lead a high-performing team of Technical Support Specialists and Engineers, ensuring exceptional customer experiences while aligning with Fin’s AI-first strategy and values.

Ideal candidates bring 4+ years in customer support, 3+ years leading teams, and a strong background in SaaS. This hybrid role offers growth, equity opportunities via RSUs, and performance-based bonuses.

Qualifications

• 4+ years experience in a customer support/service capacity — SaaS or tech company preferred.
• Minimum 3 years in a role leading a team and shaping culture.
• Strong written and verbal communication; ability to collaborate with global peers asynchronously.

Responsibilities

• People management: onboard, coach, and lead a team of ~10 inboxing teammates.
• Culture: align CS team with Fin’s strategy, vision, and values.
• CS results: own first-response times and customer satisfaction metrics.
• Building: create and optimize workflows and projects to hit CS goals.
• Cross-functional projects: partner with marketing, sales, and R&D as CS voice.
• Process: develop and improve policies for simplicity and impact.

Skills

Customer support

Team leadership

Communication

Metrics management

Customer focus

Tech industry knowledge

Data analysis

Adaptability

Job description

Fin , now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

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

*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

Unleash Your Potential

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers . Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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 .

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Fin’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in the order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.