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    Manager, Customer Support - Sydney, Australia - Intercom

    Intercom
    Intercom Sydney, Australia

    1 week ago

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    Description
    Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

    Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom's complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers' business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

    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 the APAC region. 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, and proven experience successfully leading and contributing to a distributed customer support team at a SaaS organization.

    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.
    • APAC Office – Be the point of contact for CS in the APAC office, contributing to the overall APAC office experience

    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 the APAC team, and then collaborating with your global peers mostly async.
    • 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 equity in a fast-growing start-up
    • Catered lunch every weekday, plus a fully stocked kitchen
    • Regular compensation reviews - we reward great work
    • Flexible holidays so you can take time off when you need it
    • Healthcare stipend towards private health insurance for you and your partner/spouse
    • MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done

    Policies

    Intercom 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 two days per week.

    We have a radically open and accepting culture at Intercom. 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.

    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.

    Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
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