(Senior) Customer Support Operations Analyst

Intercom

Dublin, IE
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/11/2021
  • Website: intercom.com
  • Company Address: 55 2nd Street 4th Floor, San Francisco, CA, 94105

About Intercom

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleβ€”across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

Job Description

Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

 

Join the company helping businesses grow revenue through live chat, and so much more.

 

What's the opportunity? πŸ€”

You’ll have an exciting opportunity to influence the trajectory of Intercom's overall business, partner with our senior support and product leaders, and take on an operating role with a fast growing company that aims to fundamentally change the way companies interact with their customers. 

 

As a (Senior) Customer Support Operations Analyst, you will be responsible for facilitating the Global Customer Support team’s use of Intercom. You will own the development and maintenance of various different automation technologies - everything from the Bots that our customers first see when they contact us to the Rules that route and assign out conversations to support team agents. On top of that, you’ll design and build the metrics to report and analyze our success, working closely with the Support and R&D leadership teams to drive initiatives that improve the efficiency and workload for our internal teams as well as overall customer experience. 

 

We’re looking for a proactive, independent thinker with deep analytical skills, coupled with the ability to work autonomously in ambiguity. You are not afraid to roll up your sleeves, dig into massive sets of information, and create solutions to problems that have never been tackled before. In addition, you also have the grace to know how to talk to customers, what a great automated experience looks like, and how to identify bad customer experiences and turn them around. You’re both a generalist, able to do a variety of projects with sufficient time and guidance, as well as a specialist, taking pride in independently owning your particular piece of the operation.

 

This is a new position and you will be responsible for developing and implementing best practices across the organization.

 

What will I be doing? πŸš€

  • Become an expert on all things Intercom when it comes to our support offering and the tools to help scale our global support org

  • Build and execute programs to better our use of Intercom across all things support and support automation

  • Partner cross functionally with Customer Support leadership, Support Operations, Product Education, R&D and others to build a long lasting, scalable solution for us and our customers

  • Improve old and establish new metrics to evaluate the efficacy of our use of Intercom, particularly when it comes to our Automation and Self-Serve strategies 

 

What your first 6 months will look like: 

30 days - Onboarding to Intercom and Customer Support Ops: You’ll learn what it means to be an Intercomrade, the ins and outs of our support operation, and how we leverage Intercom to support our customers.

 

90 days - Using Intercom and going under the hood: At this point you’ll be using Intercom daily to improve how we deliver support to our customers. On top of that, you’ll use your knowledge of the product to start learning our data schemas and setup, leveraging SQL to better understand our own usage of Intercom!  

 

6 months - Full ownership, scaling your impact, and personal development: You will be connecting all the dots - taking SQL you wrote to analyze the impact the changes you made in Intercom had on our CX and agent efficiency. On top of that, you’ll be dipping your toes in other parts of the operation such as capacity and project management, all while building solid relationships with folks across the company, particularly within our R&D team.

What skills do I need? πŸ“–

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!

 

  • Strong analytical and problem-solving abilities 

  • Experience using SQL or a track record of learning similar languages quickly

  • Self starter, requires very little guidance to explore, examine and execute

  • Excellent communication skills, both internally and customer facing 

  • Competency and enthusiasm for emerging technologies 

  • An understanding of customer support, particularly support automation and self-service

  • An ability to investigate and build persuasive solutions supported by data 

  • Willing to work on a highly demanding, results-oriented team that also makes a point of not taking themselves too seriously

Bonus skills & attributes πŸ™Œ

  • SQL experience 

  • Knowledge of Tableau Server and Desktop

  • Prior experience talking to customers on the front lines

  • Experience working with Intercom’s support products

  • Experience working, building, and scaling community forums and help centers 

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 equity in a fast-growing start-up

  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

  • Regular compensation reviews - we reward great work!

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

 

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.