Customer Experience Architect

What's the opportunity? 

We are seeking an experienced Customer Support Leader to join our Professional Services team in an exciting new role!

As a thought leader in the Support industry, you will inspire and guide our customers to deliver the Customer Support experiences of the future 🚀

At Intercom, we’re driving the cutting-edge new wave of Customer Support, developing modern strategies and Support organization models built around an AI-first strategy which provides 24/7 personalized, actionable, self-serve support. In this pivotal role, your expertise will be instrumental in advising our customers through this transformative process - you’ll be immersing yourself in their organization, tech stack, operations, current challenges, and vision for the future in order to uncover opportunities for growth and optimization.

You will be the catalyst for change - empowering our customers to embrace a revolutionary change to their business, enhancing their ability to deliver exceptional customer experiences, streamline processes, and drive value to the business. You will be at the forefront of innovation. Leading by example and inspiring others to think creatively and embrace new possibilities. Your vision and expertise will shape the future of Customer Support, leaving a lasting legacy in the industry!

What will I be doing? 

• Develop an In-depth Understanding of Customer Needs: Immerse yourself in our customers’ unique service strategies and challenges to identify AI-first opportunities that transform their support operations.
• Lead Strategic Insight and Alignment Sessions: Facilitate workshops with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions that impact customer experience and operational efficiency.
• Drive AI-First Adoption and Success: Guide customers in adopting and fully integrating our AI-driven Customer Service product, Fin, to enhance customer experiences, streamline workflows, and maximize retention.
• Design Customized Support Models: Work with customers to develop tailored, AI-driven service models and strategic roadmaps that optimize their workflows and elevate support outcomes.
• Provide Data-Driven Recommendations: Offer prioritized, actionable insights and continuous optimization strategies backed by data analysis, supporting measurable improvements in customer service.
• Promote Continuous Improvement and Best Practices: Develop and share best practices and insights that support impactful implementations, enhancing customer experience across our Professional Services team.
• Collaborate Cross-functionally for Customer Success: Serve as a strategic connector between Customer Success, Product, and Sales, providing insights to enhance both customer outcomes and product innovation.
• Build a Knowledge Repository: Capture learnings from client engagements to create a scalable knowledge base, supporting consistency and high-quality results across future projects.

What skills do I need? 

• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today.
• Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
• Proven experience in customer support system implementation; experience with Intercom, Zendesk, FreshDesk or similar customer support platforms is highly desirable.
• Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
• Excellent communication and presentation skills, with the ability to build relationships with customers and internal stakeholders.
• Ability to handle multiple client projects simultaneously and prioritize tasks effectively.
• Passion for delivering exceptional customer service and driving customer success.

Benefits 

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• 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!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $142,000 - $192,100. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).