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Intercom is hiring a

Customer Support Quality Assurance & Continuous Improvement Manager

London, United Kingdom

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users. 

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

We’re looking for a proven operator to build and develop Customer Support’s Quality and Continuous Improvement program. Continuous Improvement is at the heart of excellent customer service organizations; analyzing our conversations with customers to inform process, training, and quality priorities is how we ensure that our team is always providing the best support experience. The right candidate is exceptionally customer-focused with a background in customer-facing roles, and has experience leading quality assurance, training, and/or continuous improvement efforts. This is an incredibly data-driven role. 

What will I be doing? 🚀

  • Develop a framework to feed conversation and QA insights into our Enablement and Process Management teams, ensuring we are always making improvements that enhance the customer experience. 
  • Collaborate with QA reviewers from the support team to facilitate quality calibrations + ensure each quality review is helping the team improve. 
  • Help us maximize the value of our continuous improvement tech stack (QA software, insights tool) and develop strong relationships with our software partners 
  • Take full ownership of large, cross-functional special projects designed to accelerate our conversation insights and quality assurance strategies
  • Work with Sr. CS Leadership to surface conversation insights across the company in order to inform our company strategy and roadmap.

What skills do I need? 📖

  • 5+ years of experience in Customer Support or a customer-facing role 
  • 3+ years in a quality assurance, quality management or equivalent role
  • 2+ years of project or program management experience
  • Strong interpersonal and communication skills – can quickly build rapport with senior technical and non-technical leaders
  • Intrinsically motivated and entrepreneurial; you enjoy a mix of working with others and by yourself 
  • Strong technical aptitude with experience using QA systems
  • You’re an excellent self-starter with a track record of seamless execution on complex programs or projects with minimal guidance

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

 

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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