Senior Manager, Support Insights and WFM
Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.
Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.
Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Join us to help define and lead the AI revolution for customer service.
What's the opportunity?
The Customer Support team is hiring a Senior Manager to lead our Support Insights and Workforce Management team (WFM). The ideal candidate will have a proven track record in Customer Support, leading a team of Analytics and/or WFM experts. They will have demonstrable hands-on experience in the design, implementation and ongoing operation of these functions.
This role is suitable for someone who is not only skilled in navigating the current data landscape and WFM ways-of-working, but is also forward-thinking about the future of AI and data analytics. As the Head of Support Insights and WFM, they will play a critical role in transforming and strategically applying AI to deliver actionable insights across the business. They will influence driving efficiencies in front-line operations and improvements in the overall customer experience.
This position calls for a leader who can support and elevate our existing Support Insights and WFM team, while fostering a mindset of curiosity and exploration of what's possible in the realm of data and AI.
What will I be doing?
- Leadership & Execution
- Leading a team of experienced Analytics and WFM individuals, enhancing their capabilities with strategic insights and operational excellence.
- Act as a mentor and hands-on team member, driving quality and efficiency in day-to-day operations.
- Reporting & Business Operations:
- Develop flexible and dynamic reporting capabilities for ongoing demand and capacity analysis, enabling teams to action insights effectively.
- Drive the rhythm of the business through regular operations reviews and metrics meetings, ensuring insights inform decision-making at every level.
- Act as the interface between the Support Insights and WFM team and other business units, facilitating communication and understanding of data-driven decisions.
- Strategic AI Application:
- Definition and execution of the Support Insights and WFM roadmap, with a key focus on an AI-first approach.
- Analyze and identify opportunities to integrate AI effectively, aligning insights with business objectives.
- Ownership of new and existing vendor relationships.
- Recognised for Thought Leadership within this domain, both internally and externally to Intercom.
- Product and Roadmap Influence:
- Collaborate with the relevant Product Engineering teams to push visionary product changes, ensuring data insights significantly shape the product development trajectory.
What skills do I need?
- 7+ years of experience working in high-growth Customer Support teams as a people manager (SaaS/Software experience highly preferred), either working directly with customers or on adjacent teams.
- Proven experience in a senior data insights, analytics or WFM role, with a deep awareness of their associated best practices.
- Hands-on ability to analyse data, gain insights and report to associated stakeholders.
- Strong leadership and mentoring skills, with a passion for team development and operational excellence.
- Extremely customer-obsessed and data-driven; demonstrating a track record of using these skills in practice in order to influence how the Customer Support team operates.
- Excellent vendor management skills, including the ability to select cutting edge 3rd party solutions, onboarding new vendors, and influencing vendor roadmaps.
- Exceptional communicator with the ability to tell stories with data. Can effectively engage and communicate across all levels of the organisation, capable of translating complex data insights into clear business strategies.
- Highly motivated with an entrepreneurial mindset and a dynamic approach to problem-solving; you enjoy a mix of working with others and by yourself.
- Strong technical aptitude with a working knowledge of Intercom, SQL, Tableau, Snowflake, Equals preferable.
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!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- 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 also offer Windows for certain roles when needed.
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.
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By
Intercom
Intercom is a leading enterprise software company specializing in business messaging, providing businesses with a way to chat with their customers. We stand as the only complete Customer Service platform giving experiences for support teams with AI.
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