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Senior Manager, Support Optimization



Customer Service
Dublin, Ireland
Posted on Monday, September 25, 2023

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

What's the opportunity? 🤔

Here at Intercom, our own support team is on a mission to set the standard for best-in-class support. We’re looking for a proven leader with deep knowledge of support to join our CS Leadership Team and take ownership of three functions: Continuous Improvement (CI), Quality Assurance, and Support Enablement.

This individual will work closely with the their team, our frontline support team, and the rest of Support Operations to surface insights and make recommendations for improvements in our product, internal procedures, and agent performance – this includes working with CS and R&D Leaders to develop multiple continuous improvement ‘flywheels,’ turning insights from your various teams into tangible improvements that drive core metrics.

What will I be doing? 🚀

  • Developing a strategy that unifies your org’s work across multiple teams with clear, prescriptive objectives that are focused on improving the customer experience.
  • Using insights from your team to influence strategic decision-making as a member of the CS Leadership team.
  • Collaborating with our CI Manager to identify continuous improvement opportunities across our product, internal processes, and team performance, and drive improvement programs that use a mix of humans and technology to identify gaps in our product, internal procedures, and team performance.
  • Leveraging your experience and the expertise of our Enablement team to drive improvements in our New Hire Onboarding and Product Training programs – ensuring that our global frontline team feels prepared and set up for success.

What skills do I need? 📖

  • 7+ years of experience working in high-growth Customer Support teams as a people manager (SaaS/Software experience highly preferred)
  • 5+ years directly managing complex, cross-functional programs with operational best practices
  • Experience managing or working directly with quality assurance and enablement teams – deep awareness of QA/L&D best practices
  • Exceptional communicator with the ability to tell stories with data
  • Highly motivated with an entrepreneurial mindset and a dynamic approach to problem-solving

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
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • 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

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom 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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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