Customer Support Process Improvement Manager

Profile

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? 🤔

We’re looking for a proven operator to design, build, maintain, and improve Customer Support’s processes and workflows. In our fast paced environment, Customer support is constantly changing and adapting processes and workflows to better support customers and deliver shared company goals. The right candidate is exceptionally customer-focused with a background in customer-facing roles, and has experience leading and managing processes and workflows for a large organization. You have exceptional project management skills, a high attention to detail, data-driven mindset, and a proven ability to influence and collaborate across all levels of the organization.

What will I be doing? 🚀

Build a framework to review and implement new Customer Support processes and workflows, ensuring we are always making improvements that enhance the customer experience

Analyze current Customer Support processes and workflow performance, make recommendations, and drive improvements

Work with and communicate to CS Leadership to implement ongoing changes

Collaborate with cross-functional teams to ensure processes are followed

Partner with CS Enablement and cross-functional teams to build and maintain thorough documentation and training

Take full ownership of large, cross-functional special projects designed to improve the customer experience, increase teammate efficiency and engagement, and drive company goals

Design and implement process control metrics, monitor process performance, and KPIs

Ensure compliance with internal policies and external regulations

What skills do I need? 📖

4 years of experience in Customer Support or a customer-facing role

2 years experience in process management

1 years of project or program management experience

Strong knowledge of Process Improvement frameworks (Six Sigma, Total Quality Management, Kaizen continuous improvement, etc.)

Strong interpersonal and communication skills – can quickly build rapport with senior technical and non-technical leaders

Intrinsically motivated and entrepreneurial; you enjoy a mix of working with others and by yourself

You’re an excellent self-starter with a track record of seamless execution on complex programs or projects with minimal guidance

Strong technical aptitude with a complex tech stack and SaaS environment is a bonus

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!

Open vacation policy and 10 corporate holidays

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.

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.

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Company info

Intercom
Website : http://www.intercom.com/