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data analysis saas ai customer experience team leadership📋 Description
- Onboard, coach, and lead a team of ~10 inboxing teammates.
- Motivate and align CS team with Intercom’s strategy and values.
- Own first response times and CS customer satisfaction.
- Identify and implement workflows and projects to hit CS goals.
- Partner with marketing, sales, and R&D as CS voice.
- Develop and improve CS processes to drive simplicity and results.
🎯 Requirements
- 4+ years in SaaS customer support/service.
- 3+ years leading and managing a team and building culture.
- Strong communication and writing; collaborate async with global peers.
- Experience managing a team to metrics; regular 1:1s, reviews, PIPs, meetings.
- Customer-focused and obsessed with improving the customer experience.
- Tech industry knowledge; spot patterns in data and provide recommendations.
🎁 Benefits
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
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