Why This Job is Featured on The SaaS Jobs
This Senior Customer Experience Architect role sits at the intersection of Professional Services and modern SaaS customer operations, where product capability, operational design, and adoption outcomes meet. The remit is anchored in AI-first support transformation, reflecting a broader shift in SaaS from tool deployment toward rethinking service models, self-serve strategy, and measurable experience improvements across the customer lifecycle.
For a SaaS career, the work builds durable expertise in how subscription businesses drive retention and expansion through support efficiency and customer outcomes. It develops a consulting-style toolkit—discovery, stakeholder alignment, workshop facilitation, and roadmap design—while staying close to the realities of implementation across varied tech stacks. Exposure to data-backed recommendations and knowledge-base creation also maps well to scaling patterns seen in SaaS: repeatable delivery, codified best practices, and feedback loops into product and go-to-market teams.
This position best suits professionals who enjoy ambiguous problem spaces, can translate operational pain points into structured programs, and are comfortable influencing senior stakeholders without direct authority. It aligns with those who prefer customer-facing strategic work over queue-based support, and who want to specialise in how SaaS companies operationalise AI within customer experience functions.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
We are seeking an experienced Customer Support Leader to join our Professional Services as a thought leader to inspire and guide our customers to deliver the Customer Support experiences of the future.
At Intercom, we’re driving the cutting-edge new wave of Customer Support, developing modern strategies and Support organization models built around an AI-first strategy which provides 24/7 personalized, actionable, self-serve support. In this pivotal role, your expertise will be instrumental in advising our customers through this transformative process - you’ll be immersing yourself in their organization, tech stack, operations, current challenges, and vision for the future in order to uncover opportunities for growth and optimization.
You will be the catalyst for change - empowering our customers to embrace a revolutionary change to their business, enhancing their ability to deliver exceptional customer experiences, streamline processes, and drive value to the business. You will be at the forefront of innovation. Leading by example and inspiring others to think creatively and embrace new possibilities. Your vision and expertise will shape the future of Customer Support, leaving a lasting legacy in the industry!
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
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 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, to let you spend valuable time with your loved ones
- 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
