Customer Support Specialist

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.

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
• Owning customer communications and issues from initial contact until resolution
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
• 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
• 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

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!

• Passion for talking to customers all day, every day
• A genuine enjoyment of technology
• Excellent communication and writing skills
• Great problem solving abilities
• The ability to rapidly switch gears while retaining focus on the bigger picture
• The ability to explain complex topics in easy to understand and concise language [English]
• Ambition, eagerness and the will to learn and improve upon your own skills

Bonus skills & attributes 🙌

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