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Intercom

Customer Experience Architect

Posted 2 Days Ago
Be an Early Applicant
Dublin
Senior level
Dublin
Senior level
The Customer Experience Architect will lead and inspire customers to improve their customer support experiences by adopting AI-first strategies. Responsibilities include understanding customer needs, facilitating strategic sessions, driving AI adoption, designing support models, offering data-driven recommendations, sharing best practices, and collaborating across teams to enhance customer outcomes.
The summary above was generated by AI

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? 

We are seeking an experienced Customer Support Leader to join our Professional Services team in an exciting new role!

As a thought leader in the Support industry, you will inspire and guide our customers to deliver the Customer Support experiences of the future 🚀

At Intercom, we’re driving the cutting-edge new wave of Customer Support, developing modern strategies and Support organization models built around an AI-first strategy which provides 24/7 personalized, actionable, self-serve support. In this pivotal role, your expertise will be instrumental in advising our customers through this transformative process - you’ll be immersing yourself in their organization, tech stack, operations, current challenges, and vision for the future in order to uncover opportunities for growth and optimization.

You will be the catalyst for change - empowering our customers to embrace a revolutionary change to their business, enhancing their ability to deliver exceptional customer experiences, streamline processes, and drive value to the business. You will be at the forefront of innovation. Leading by example and inspiring others to think creatively and embrace new possibilities. Your vision and expertise will shape the future of Customer Support, leaving a lasting legacy in the industry!

What will I be doing? 

  • 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.

What skills do I need? 

  • 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.

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
  • 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 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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Top Skills

AI

Intercom Dublin, Dublin, IRL Office

2nd Floor, Stephen Court, 18-21 St. Stephen’s Green, Dublin, Dublin, Ireland

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