Manager, Customer Support

Manager, Customer Support

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Fin is an advanced AI agent that delivers on‑call, impeccable customer service, and can combine with the Helpdesk to form the Intercom Customer Service Suite.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. Our core values drive speed, intensity, and incredible value for customers.

As a support team lead at a company focused on AI, you will oversee a high‑performing group of Technical Support Specialists and Engineers, delivering exceptional customer experiences. You will be an independent operator, wearing many hats, and energized by constant change. You will bring strong customer service skills, technical knowledge, and proven leadership in a distributed SaaS environment.

• People management – Onboard, develop, coach, and lead a team of ~10 inboxing teammates; promote a culture of belonging and ownership.
• Culture – Motivate and align the CS team with Intercom’s strategy, vision, and core values.
• CS results – Drive first‑response times and customer satisfaction across the team and CS organization.
• Building – Identify, create solutions, and execute workflows and projects to achieve CS Org goals and deliver remarkable experiences.
• Cross‑functional projects – Partner with marketing, sales, and R&D as the voice of CS and customers.
• Process – Develop and improve processes and policies to drive simplicity and results.

• 4+ years experience in customer support/service, preferably in SaaS or technology.
• Minimum 3 years managing a team and building strong team culture.
• Strong communication, writing, and interpersonal skills; experience collaborating with global peers.
• Experience managing metrics, hosting 1:1s, performance reviews, and team meetings.
• Customer focus – proven track record of building customer obsession into interactions, processes, and culture.
• Comprehensive knowledge of and interest in the technology industry.
• Ability to recognize patterns in data and provide actionable recommendations.
• Optimistic, flexible, resilient, gritty, and creative.

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews.
• Flexible paid time off policy.
• Paid parental leave program.
• 401(k) plan and match.
• In‑office bicycle storage.
• Fun events for Intercomrades, friends, and family.
• Proof of eligibility to work in the United States is required.

Base salary range for candidates within the Greater Chicago Area is $109,000 - $130,000. Actual base pay will depend on education, skills, experience, location, etc. All regular employees may also be eligible for a corporate bonus program or a sales incentive.

• Intercom has a hybrid working policy; employees are expected to be in the office at least three days per week.
• We promote a safe and cohesive work environment, avoiding discussions on divisive topics in work communications.
• Intercom is committed to a policy of Equal Employment Opportunity and will not discriminate based on any protected class.