Intercom

1 month ago

Manager, Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Lead and develop a high-performing customer support team (~10 agents) at a SaaS AI-driven company. Drive first-response times and customer satisfaction, shape CS workflows, and partner with Marketing, Sales, and R&D to deliver exceptional customer experiences. Champion a culture of ownership, resilience, and continuous improvement in a dynamic startup environment.

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Onboard, develop, coach, and lead a team of ~10 inboxing teammates; foster ownership and problem-solving culture
•Drive first response times and customer satisfaction across the CS organization
•Identify, create solutions, and execute workflows and projects to achieve CS goals in a startup environment
•Partner with marketing & sales and R&D as the voice of CS and our customers
•Develop and improve processes and policies to drive simplicity and results

Pay and Benefits

Salary: USD 109,000 - 130,000 annually

Equity and Bonus:Equity

Perks:EquityMedicalDentalVision401kParental LeaveRsusPaid Leave

Key Requirements

•4+ years of experience in a customer support/service role in SaaS or technology
•Minimum 3 years leading and managing a team with a strong culture
•Strong communication and writing skills with ability to collaborate asynchronously with global peers
•Experience managing a team to metrics, conducting 1:1s, performance reviews, and performance improvement plans
•Customer-focused mindset with a solid understanding of the technology industry

Experience:4+ yearsSaaSAICustomer supportLeadership

Skills:CommunicationLeadershipProblem-solvingInterpersonal skillsAdaptability

Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Intercom

Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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Intercom

1 month ago

Manager, Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Onboard, develop, coach, and lead a team of ~10 inboxing teammates; foster ownership and problem-solving culture
•Drive first response times and customer satisfaction across the CS organization
•Identify, create solutions, and execute workflows and projects to achieve CS goals in a startup environment
•Partner with marketing & sales and R&D as the voice of CS and our customers
•Develop and improve processes and policies to drive simplicity and results

Pay and Benefits

Salary: USD 109,000 - 130,000 annually

Equity and Bonus:Equity

Perks:EquityMedicalDentalVision401kParental LeaveRsusPaid Leave

Key Requirements

•4+ years of experience in a customer support/service role in SaaS or technology
•Minimum 3 years leading and managing a team with a strong culture
•Strong communication and writing skills with ability to collaborate asynchronously with global peers
•Experience managing a team to metrics, conducting 1:1s, performance reviews, and performance improvement plans
•Customer-focused mindset with a solid understanding of the technology industry

Experience:4+ yearsSaaSAICustomer supportLeadership

Skills:CommunicationLeadershipProblem-solvingInterpersonal skillsAdaptability

Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Intercom

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn