- Senior
- Office in San Francisco
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
It’s an exciting time in the Customer Support industry - Intercom and more specifically Fin AI Agent is transforming the way our customers do business and driving innovation to their Support Model! The Professional Services team is crucial to this process and we pride ourselves on the level of partnership our customers receive. Whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features - customers want trusted advisors to guide them through the process.
As an AI Deployment Specialist at Intercom, you’ll share ownership of our Customers’ success alongside other members of our Professional Services team. Your primary responsibility is helping customers implement Intercom’s suite of AI tools to solve their most complex problems and ultimately drive incredible value for their business.
AI Deployment Specialists 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’re in the right place.
What will I be doing?
- You will act as the main product expert during our customer’s deployment of Fin AI Agent for Customer Support
- You’ll partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients
- You’ll facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
- You’ll work closely with Project Managers and AI Agent Engineers to complete tasks on the deployment plan or enable customers to complete
- You’ll execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
- You’ll help drive success of the Professional 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?
- 6+ years of work experience, with 4+ year(s) in a customer-facing role
- Positivity: 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 Professional Services 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
- Experience with AI Agents and / or Large Language Models
- Past experience in Customer Success, Support, Sales Engineering, Consulting
- Great examples of self started projects with measurable success
- Experience with RESTful API Integrations
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!
- Flexible paid time off policy
- 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.
The base salary range for candidates within the San Francisco Bay Area is $119,970-$143,298. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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 three 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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