Why This Job is Featured on The SaaS Jobs
Intercom sits in the SaaS ecosystem as a customer service platform where support is not a back-office function but a core part of the product story—particularly as AI becomes embedded in how customer interactions are handled. A Support Manager role here is notable because it operates close to the intersection of technical troubleshooting, customer experience design, and the operational reality of running support at scale.
From a SaaS career perspective, this kind of leadership seat tends to build durable skills: managing to service metrics, translating customer signals into cross-functional priorities, and turning repeat issues into process or workflow improvements. The remit also implies regular collaboration with product and engineering as the “voice of the customer,” a common pathway in SaaS for expanding from support into broader customer operations, CX leadership, or product-adjacent roles.
This role is best suited to someone who enjoys people leadership alongside hands-on operational problem solving, and who is comfortable working across distributed teams with a strong written communication style. It will appeal to professionals who want their support experience to stay technical and systems-oriented, rather than purely ticket-volume focused, and who have genuine interest in how AI is changing support workflows.
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?
Intercom 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.
As a company we are majorly focused on AI so we hope you’ll be excited about the way AI is changing the customer support world and experience for our customers.
What will I be doing?
- 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!
*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).
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