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- Tasks: Transform customer experiences by leading AI-driven support strategies and solutions.
- Company: Join Intercom, a pioneering AI Customer Service company trusted by 30,000 businesses.
- Benefits: Enjoy competitive salary, equity, flexible time off, and comprehensive health benefits.
- Why this job: Make a real impact on customer service with cutting-edge AI technology.
- Qualifications: Experience in customer support leadership and a passion for exceptional service.
- Other info: Dynamic work environment with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 £ per year.
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 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
- 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.
- Flexible paid time off policy.
- Paid maternity leave, as well as 6 weeks paternity leave for fathers.
- 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’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.
Senior Customer Experience Architect in London employer: Intercom
Contact Detail:
Intercom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Architect in London
✨Tip Number 1
Get to know the company inside out! Dive into Intercom's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn, join relevant groups, and attend industry events. Building connections can give you insider info and even lead to referrals.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you can showcase your problem-solving skills and customer support experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don't forget to follow up! After your interview, send a thank-you email to express your appreciation and reiterate your enthusiasm for the role. It’s a simple way to keep you top of mind!
We think you need these skills to ace Senior Customer Experience Architect in London
Some tips for your application 🫡
Know Your Stuff: Before you start writing, make sure you really understand the role of a Senior Customer Experience Architect. Dive into the job description and think about how your experience aligns with what they're looking for. We want to see that you get the ins and outs of customer support and AI-driven solutions!
Tailor Your Application: Don’t just send a generic CV and cover letter! Customise your application to highlight your relevant skills and experiences that match the job description. We love seeing how you can bring value to our team, so make it personal and specific!
Showcase Your Achievements: When detailing your past roles, focus on your achievements rather than just listing responsibilities. Use numbers and examples to illustrate how you've improved customer experiences or streamlined processes. We’re all about data-driven results, so let’s see those metrics!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Intercom!
How to prepare for a job interview at Intercom
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into understanding customer support processes and workflows. Familiarise yourself with ticketing systems and communication channels, especially those used by Intercom. This knowledge will help you demonstrate your expertise and show how you can contribute to enhancing customer experiences.
✨Prepare for Strategic Insight Sessions
Think about how you would facilitate workshops with customer stakeholders. Prepare examples of how you've aligned goals and explored AI-driven solutions in past roles. Being able to articulate your approach to driving key decisions will impress the interviewers and showcase your leadership skills.
✨Showcase Your Problem-Solving Skills
Be ready to discuss complex customer support challenges you've faced and how you tackled them. Use data-driven examples to illustrate your recommendations and the impact they had on customer service outcomes. This will highlight your analytical abilities and your passion for delivering exceptional service.
✨Demonstrate Cross-Functional Collaboration
Intercom values collaboration, so come prepared with examples of how you've worked across teams to enhance customer success. Discuss how you’ve acted as a connector between different departments and how that has led to improved outcomes. This will show that you understand the importance of teamwork in achieving customer satisfaction.
