What's the opportunity?
- 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 Intercom’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
Intercom 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
Benefits
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
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
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).
