Customer Experience Representative, Advanced Services
Robinhood
Customer Support Manager
intercom Inc,.
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $109,000 - $130,000 per year
Job Level
Mid-LevelSenior
About the role
- People management - Onboard, develop, coach, and lead a team of ~10 inboxing teammates and promote a team culture of belonging and problem solving
- Culture - Motivate and ensure the CS team is deeply aligned and committed to Intercom’s strategy, vision, and core values
- CS results - Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization
- Building - Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience in a start-up environment
- Cross-functional projects - Partner with marketing & sales, and R&D as the voice of CS and our customers
- Process - Develop and improve processes and policies to drive simplicity and results
- Support employees through change by providing systems and strategies to help contributors be successful
Requirements
- 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
- Experience leading and collaborating with global peers asynchronously
- Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans and running team meetings
- Customer focus with a 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 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!
- Eligibility for corporate bonus program or sales incentive and Restricted Stock Units (RSUs)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportteam managementperformance metricsworkflow creationprocess improvementdata analysiscustomer satisfactioncustomer experienceSaaStechnology industry
Soft skills
people managementcommunication skillsinterpersonal skillsteam culture developmentcollaborationproblem solvingflexibilityresiliencecreativityoptimism