Customer Support Specialist 1 Jobs

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

The Customer Support team is responsible for onboarding, educating, and supporting our customers on a global level. We start work the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love supporting customers and see themselves in a customer facing role long term. This is not a springboard into other areas or jobs at Intercom. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Intercom’s growth with personal experiences.

This position will be hybrid with the expectation to work from the office 1-3 days a week and work from home the remaining days of the week. You are welcome to work from the office full-time if that is preferred.

What will I be doing? 🚀

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
• Owning customer communications and issues from initial contact until resolution

What Your First 6 Months Will Look Like

30 days - Onboarding to Intercom and Customer Support: You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.

90 days - Helping customers & crushing KPIs: At this point you’ll be fully ready to jump in helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators.

6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!

What skills do I need? 📖

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

• A strong drive to contribute to business and support operation improvements
• The ability to explain complex topics in easy to understand and concise language [English]
• Excellent communication and writing skills, alongside great problem solving abilities
• Ambition, eagerness and the will to learn and improve upon your own skills
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Passion for talking to customers, paired with a genuine interest in technology
• The ability to rapidly switch gears while retaining focus on the bigger picture

Bonus skills & attributes 🙌

• Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)
• Previous experience in a troubleshooting environment
• An understanding of internet culture

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
• 401k plan & match
• Paid Parental Leave Program
• Proof of eligibility to work in the United States is required.
• Comprehensive medical, dental, and vision coverage
• Open vacation policy and 10 corporate holidays
• In-office bicycle storage
• Regular compensation reviews - great work is rewarded!
• Fun events for Intercomrades, friends, and family!

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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