What's the opportunity?
The Technical Support team is responsible for educating and supporting our customers on a global level. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.
This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into a role in IT or other jobs at Intercom, but this is a great role for those who are looking to be part of our Customer Support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.
If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!
What will I be doing?
- Communicating via chat, email, phone and/or video-based customer support.
- Communicating efficiently and effectively with our customers.
- We use our own product to do most of our support, but outbound phone calls are part of our offering too.
- Display strong communication skills—able to break down complex topics for non-technical users.
- Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
- Ability to support 60-70 customers per week, providing efficient and meaningful support.
- Take ownership of complex customer questions across our suite of products — from first contact to final resolution.
- Confidently diagnose, reproduce, and troubleshoot technical issues.
- Navigate ambiguity using structured thinking, creativity, and a strong product mindset.
- Providing feedback, initiating upskilling, and modeling best practices.
- Using AI tools to flag trends that impact the Support organization.
- Share insights and improvements to help evolve how our team supports customers and collaborates internally.
What your first 6 months will look like:
In your first 30 days you will:
- Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals.
- Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
- Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.
- Showcase successful and proactive communication about your training progress and needs/questions that arise.
In your first 60 days, you will:
- Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
- Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query.
- Demonstrate ownership in the execution of your work.
- Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.
In your first 90 days, you will:
- Receive QA reviews and action feedback.
- Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
- Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
- Successfully meet KPI targets and/or goals.
- Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy.
What skills do I need?
Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!
- Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Guru, Asana, etc.).
- Strong customer focus (excels at + enjoys helping customers).
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable).
- Strong problem solving skills (ability to think critically and learn on-the-fly).
- Ability to troubleshoot and utilize resources to answer questions on baseline topics.
- Ability to take on + action feedback.
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.
Bonus skills & attributes
- Previous experience working in a troubleshooting environment.
- Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.).
- 1-2 years of technical support experience.
You’ll Thrive Here If You:
- Are passionate about leveraging AI to enhance support experiences and drive team performance.
- See support as an exciting opportunity to solve daily customer related puzzles.
- Like finding ways to work smarter, not just harder.
- Are hungry to learn, iterate, and help build something great.
- Are excited by ownership, accountability and feedback—you don’t just do the work, you shape how it’s done, and are ok with sharing both constructive feedback & kudos about it.
