Intercom · 9 hours ago
Manager, Customer Support
Chicago, Illinois
Full-time
Hybrid
Mid, Senior Level
$109K/yr - $130K/yr
4+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. The role involves leading a team of Technical Support Specialists and Engineers to deliver exceptional customer service and drive customer satisfaction while promoting a strong team culture.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
Onboard, develop, coach, and lead a team of ~10 inboxing teammates
Motivate and ensure the CS team is deeply aligned and committed to Intercom’s strategy, vision, and core values
Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience
Partner with marketing & sales, and R&D as the voice of CS and our customers
Develop and improve our processes and policies to drive simplicity and results
Qualification
Required
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 and collaborating with your global peers async most of the time
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
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240.75MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, Chairman, and Co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase