Customer Onboarding Specialist @ Intercom

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What’s the opportunity? 🤔

Customer Onboarding is an activity every Intercom customer experiences, whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features! As an Onboarding Specialist at Intercom, you’ll share ownership of this crucial process with our customers. Your primary responsibility is helping customers implement Intercom’s suite of tools to solve their business’ biggest problems.

As an Onboarding Specialist at Intercom, you will have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you’ll find a home as an Onboarding Specialist at Intercom.

What will I be doing? 🚀

You will act as the main product expert during your customers first 90 days (for new customers) and partner with the rest of the Customer Implementation Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients.
You’ll execute tailored implementation strategies based on customer goals and drive product adoption.
You’ll help drive success of the Customer Implementation Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio.
You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements.
You’ll collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class.

What skills do I need? 📖

2+ years of work experience, with 1+ year(s) in a customer-facing role.
Positivity and Engagement: A genuine interest in the work you do and a positive attitude!
Curiosity: a passion for learning, for technology, and for solving problems.
Training: the ability to make complex topics simple to understand.
Rapport Building: comfortable working with customers via video calls.
Adaptability: change is constant and the Customer Onboarding Team values experimentation to find the best processes and solutions.
Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic.

Bonus skills & attributes 🙌

Experience training on software, experience with Intercom, or experience with other SaaS products.

Past experience in Customer Success, Support, Sales Engineering, Consulting.

Great examples of self started projects or extra curricular activities.

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!
Open vacation policy and 10 corporate holidays
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.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us.

What’s the opportunity? 🤔

What will I be doing? 🚀

What skills do I need? 📖

Bonus skills & attributes 🙌

Benefits 😍

6 month growth

1 year growth

2 year growth

Benefits