We are a cutting-edge print-on-demand company seeking a highly skilled and experienced Senior Support Team Manager to lead and optimize our 24/7 support team. The ideal candidate will have extensive experience with Intercom, including leveraging its advanced features and AI capabilities to enhance support efficiency. We are looking for someone who can work independently, automate support workflows, and improve the overall output of the team.
Responsibilities:
• Lead, manage, and optimize a 24/7 support team.
• Utilize Intercom’s advanced features and AI capabilities to enhance support efficiency.
• Develop and automate workflows to reduce manual tasks.
• Update and maintain help center articles and documentation.
• Mentor and train support agents to improve their performance and skills.
• Analyze support metrics and implement data-driven improvements.
• Ensure high levels of customer satisfaction and response quality.
Requirements:
• Proven experience in managing customer support teams.
• Deep knowledge of Intercom and its AI integration capabilities.
• Strong understanding of customer support automation.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage a remote team effectively.
• Proven track record of improving support operations and team efficiency.
Preferred Qualifications:
• Experience in e-commerce or print-on-demand industries.
• Background in tech support and automation.
• Proficiency in English, both written and spoken.
How to Apply:
Please submit your resume, along with a cover letter detailing your experience with Intercom, AI capabilities, and any relevant achievements in managing and optimizing support teams. Include specific examples of how you have automated workflows and improved support operations in previous roles.
Employment type
Contract
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