Full-Time
Customer Experience Architect
Confirmed live in the last 24 hours
Intercom
1,001-5,000 employees
Customer communication platform for businesses
Senior
Chicago, IL, USA
Hybrid working policy requires in-office presence at least two days per week.
- 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.
- 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.
Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes features such as live chat, email marketing, and customer support solutions, all designed to help businesses manage customer interactions effectively. Intercom operates on a subscription-based model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries like technology and e-commerce. A key aspect that sets Intercom apart from its competitors is its integration of multiple communication tools into a single platform, along with analytics and reporting capabilities that allow businesses to assess the success of their communication strategies. The goal of Intercom is to enhance customer engagement and improve the overall customer experience.
Company Stage
Series D
Total Funding
$234.2M
Headquarters
San Francisco, California
Founded
2011
6 month growth
↑ 6%1 year growth
↑ 10%2 year growth
↑ 8%
Simplify's Take
What believers are saying
- Intercom's recent $125 million Series D funding round at a $1.2 billion valuation indicates strong investor confidence and financial stability.
- The platform's ability to serve a wide range of clients, from small startups to large enterprises, offers diverse opportunities for growth and career development.
- Intercom's integrated approach to customer communication can lead to improved customer satisfaction and retention, making it a valuable tool for businesses.
What critics are saying
- The competitive CRM market requires constant innovation to stay ahead, posing a challenge for Intercom to maintain its unique value proposition.
- Dependence on subscription-based revenue means that economic downturns or budget cuts could impact client retention and revenue.
What makes Intercom unique
- Intercom integrates live chat, email marketing, and customer support into a single platform, offering a seamless customer communication experience unlike many competitors who offer these services separately.
- Their focus on personalized messaging and automation sets them apart in the CRM market, providing a more tailored customer interaction.
- Intercom's robust analytics and reporting tools enable businesses to measure the effectiveness of their communication strategies, a feature that is not always comprehensive in competing platforms.
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Benefits
We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.
We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.
We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.
The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.