# Manager, Customer Support

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Chicago, IL
**Role:** Customer Support
**Salary:** $109k – $130k/yr
**Experience:** 4+ years
**Skills:** Customer Support, Team Management, Performance Management, SaaS, Cross-Functional Collaboration, Process Improvement, Data Analysis, Async Communication, Customer Experience, AI
**Posted:** 2026-05-27

> Lead a team of ~10 Technical Support Specialists and Engineers at a fast-growing AI customer service platform. Drive CS metrics, build team culture, and improve processes in a hybrid SaaS environment.

## Job Description

## Responsibilities
- Lead, onboard, develop, coach, and manage a team of ~10 Technical Support Specialists and Technical Support Engineers
- Drive first response times and customer satisfaction metrics across the CS organization
- Identify, create, and execute workflows and projects to achieve CS goals and deliver exceptional customer experiences
- Partner cross-functionally with marketing, sales, and R&D as the voice of CS and customers
- Develop and improve CS processes and policies to drive simplicity and results
- Promote a team culture of belonging, ownership, and problem-solving
- Host regular 1:1s, performance reviews, performance improvement plans, and team meetings
- Align the CS team with company strategy, vision, and core values

## Requirements
- 4+ years experience in customer support/service at a SaaS or technology company
- Minimum 3 years experience directly leading and managing a team and building strong team culture
- Strong communication, writing, and interpersonal skills for async global collaboration
- Experience managing teams to metrics and running performance processes
- Customer obsession with proven track record of building customer focus into interactions, processes, and culture
- Comprehensive knowledge of and interest in the technology industry
- Ability to recognize patterns in data and provide recommendations
- Optimism, flexibility, resilience, grit, and creativity

## Nice-to-Haves
- Interest in AI and how it's transforming customer support

## Compensation & Benefits
- Base salary range (Greater Chicago Area): $109,000 - $130,000
- Meaningful equity (RSUs)
- Corporate bonus program eligibility
- Comprehensive medical, dental, and vision coverage
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan with match
- Regular compensation reviews

## Similar roles

- [Manager, Customer Payments Support](https://hotfix.jobs/jobs/9406971b-2704-4a8c-b557-5d40d9ced579) - Justworks - Tampa, FL - $112k – $123k/yr
- [Product Support Specialist](https://hotfix.jobs/jobs/307187de-839f-4526-b1f9-0375e74b1f15) - Anthropic - San Francisco, CA - $116k – $165k/yr
- [Field Support Representative](https://hotfix.jobs/jobs/bc300ba2-043e-40ea-af4f-dfcc72e2e33b) - Skydio - Remote - $100k – $125k/yr
- [Field Support Representative](https://hotfix.jobs/jobs/0d1b2ede-1c13-4cf0-9038-8a1c8c4616a4) - Skydio - Remote - $100k – $125k/yr
- [Field Support Representative](https://hotfix.jobs/jobs/75094a2f-0f9f-4149-be34-4b193a3b671d) - Skydio - New York, NY - $100k – $125k/yr

**Apply:** https://hotfix.jobs/jobs/4e4bdcba-94d1-41ff-b97c-6f90476adfb8
**Canonical:** https://hotfix.jobs/jobs/4e4bdcba-94d1-41ff-b97c-6f90476adfb8