Customer Support Specialist - German Speaking

  • Location
    • Dublin
  • Date Posted
  • May. 26, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

What’s the opportunity?

The Customer Support team is responsible for onboarding, educating, and supporting our customers on a global level. We start work the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love supporting customers and see themselves in a customer facing role long term. This is not a springboard into other areas or jobs at Intercom. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting Intercom’s growth with personal experiences.

Note: While we currently offer support in English only, we will soon be branching out to offer more language specific support. At the moment we are looking for both French and German speakers who are also proficient in English to be part of expanding our excellent support team.

What will I be doing?

  • Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you’ll also be talking to customers on the phone every now and then
  • Owning customer communications and issues from initial contact until resolution
  • Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
  • Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
  • Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

What your first 6 months will look like:

30 days - Onboarding to Intercom and Customer Support: You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.

90 days - Helping customers & crushing KPIs: At this point you’ll be fully ready to jump in helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators.

6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!

What skills do I need?

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

  • Passion for talking to customers all day, every day
  • A genuine enjoyment of technology
  • Excellent communication and writing skills
  • Great problem solving abilities
  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • The ability to explain complex topics in easy to understand and concise language [English to begin with, and eventually German)
  • Ambition, eagerness and the will to learn and improve upon your own skills

Bonus skills & attributes

  • Previous experience in a troubleshooting environment
  • Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)
  • An understanding of internet culture

Benefits

  • We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
  • 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!
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • 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’re happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We’re committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.