Customer Enablement Specialist

What you'll do

• Own Intercom as the DRI. Run customer support in Intercom as our primary channel for a great customer experience, keeping first response time and time-to-close low.
• Grow self-service. Improve our FinAI chatbot and Help Center so customers can resolve questions on their own, and manage outbound messages (banners, pop-ups, product tours, newsfeed).
• Track the right KPIs. Run weekly analysis on outcome metrics (first response time, time-to-close, chatbot resolution rate, conversation volume, and CSAT), and surface insights that lead to better decisions.
• Collaborate. Be the enablement hub. Connect Sales, Customer Success, Marketing, and Product, streamlining updates and driving feature adoption.
• Partner with Product and Engineering. Keep a reliable flow of product information and align early on upcoming releases and the actions they require.
• Join customer calls when needed. Be comfortable hopping on a video call with a customer when the moment calls for it.

Location, time zone, and travel

• This is a remote role based in the United States or Canada. You'll work in Central Time (UTC-6) or further east. Eastern Time is great; nothing further west (no Mountain, Pacific, or US West Coast).
• You'll travel to the US from time to time for team and customer moments, including coworking weeks at our New York office.

Skills, knowledge, and expertise

We purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and your ability to help us accelerate technical progress than about your CV. If you're curious why we banned requirements from our performance profiles, see here. You don't need to be an electronics industry expert today. But you do need to be willing to dive in, understand our customers' unique situations, and see how our software creates value for them.