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saas intercom ai csat slas📋 Description
- Lead and scale frontline support across chat, phone, and email
- Own daily performance, real-time coaching, and AI-driven resolution
- Directly manage a team of Support Specialists and live support ops
- Maintain CSAT, response time, resolution efficiency, and service levels
- Design and optimize Intercom configurations, workflows, SLAs, and automation
- Partner with CX and Product to improve knowledge base and AI accuracy
🎯 Requirements
- 5+ years of SaaS customer support experience
- 3+ years people management in high-volume, live support
- Deep Intercom experience: workflows, routing, SLAs, automation, reporting
- Experience using AI-powered tools (e.g., Fin) to boost resolution and efficiency
- Proven track record improving CSAT, response times, and KPIs
- Strong escalation management and data-driven decision making
🎁 Benefits
- Innovative engineering and product culture
- Early-stage well-funded company
- Inclusion and diversity as a company priority
- 100% premium healthcare coverage for employees and families
- Dental and vision coverage for employees and families
- New laptop and equipment; wellness stipend
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