Lead and inspire a multi-level international Support team across Melbourne (HQ), the Philippines, and future hubs
Day-to-day team operations and all Support channels: live chat, email, tickets and phone
Act as the "Librarian of Truth" for Support
Point of escalation for complex customer enquiries / issues internally (sales, account management and product) and externally
Lead the end-to-end redesign of Intercom Workflows to ensure a frictionless customer journey
Monitor and report on core Support metrics and qualitative feedback including CSAT and AI Deflection rates
Be the voice of the customer to provide insights and feedback on key aspects of the customer journey
Lead the Support "Go-To-Market" strategy for every product release

Requirements

Advanced experience of Intercom
Experience growing, developing and managing multi-level globally distributed support teams, omni channel support and experience with managing feedback loops
Experience owning, monitoring and reporting CSAT and response times
Owning all internal and external customer resources
Demonstrated experience having driven change and ongoing improvements for customers through advocacy, CS feedback/insights across the business etc
Pro-active assertive collaborator and communicator across multiple teams
Working with global brands to imbed their SLAs and manage ongoing support relationships
Experience with Hubspot and Cloud Talk (advantageous)
Prop tech and SaaS experience (advantageous)

Benefits

Flexible working
Wellness initiatives: on top of your usual leave entitlements, we offer 2 wellness days a year
Company-wide collaboration such as product showcases and social events (virtual and in-person)
Hackathons
Birthday Leave: No one likes to work on their birthday, so take a day off that day!
Paid Parental Leave
Learning and Development: Whether it's a short course, conference, or even a book that will help you with your learning and development, we have a healthy training budget in place for staff so you can continually learn and grow.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IntercomCSAT monitoringAI Deflection ratesomni channel supportcustomer feedback management

Soft Skills

leadershipcollaborationcommunicationproblem-solvingcustomer advocacy