Senior AI Deployment Specialist in City of London

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin integrates with our Helpdesk to form the Intercom Customer Service Suite, delivering AI-enhanced support for complex or high-touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. We push boundaries, build with speed and intensity, and deliver incredible value to our customers.

What’s the opportunity?

It’s an exciting time in the Customer Support industry — Intercom and Fin AI Agent are transforming how our customers do business and driving innovation to their Support Model. The Professional Services team provides trusted guidance to customers, from initial purchase through expansion and adoption of new features.

As an AI Deployment Specialist at Intercom, you’ll share ownership of our customers’ success alongside other members of the Professional Services team. Your primary responsibility is helping customers implement Intercom’s suite of AI tools to solve their most complex problems and drive 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 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

• 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, to let you spend valuable time with your loved ones
• 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 also offer Windows for certain roles when needed.

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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