Customer Advocacy Specialist
It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. We live by our six company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, and Positive & Optimistic. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.
What's the opportunity? 🤔Are you interested in joining a team focused on growing Intercom through word-of-mouth marketing? Are you a customer-centric individual looking for an exciting new opportunity to understand, create and activate advocates for a leading Saas B2B company (and one of the cool ones to boot!?)? Does witnessing poor customer experiences make you just want to shake people by the lapels and scream “THIS CAN BE SO MUCH BETTER!”
If so, the Intercom Customer Advocacy team is for you!
As a member of our team, you’ll help drive our mission to Make Internet Business Personal, working with our amazing customers, our sales and marketing teams, not to mention our support and product teams.
You’ll drive key foundational advocacy functions, helping the company to find, delight and platform our biggest fans
You’ll also be a major contributor to the strategy of your areas of ownership, identify new areas of opportunity, and help shape our overall customer advocacy strategy. You’ll be collaborating closely with other teams, including Content Marketing, Integrated Marketing, Sales, Product Marketing, Content Marketing and Product Management.
What will I be doing? 🚀-
Day to day responsibilities include, but are not limited to:
Review sites
- Managing our profiles and presence on review sites like G2 and TrustRadius
- Managing our review campaign messages
- Responding to negative reviews and escalating to functional owners
- Updating stakeholders with awards and evidence opportunities
- Maintaining our vendor relationships
Customer evidence & references
- Fulfilling customer reference requests for our sales team
- Working with Marketing team to source, create and log evidence and required permissions
- Running our ‘Response Time’ interview program
- Maintaining a database of stories/claims
- Finding unique opportunities to spotlight our customers and their success
Advocacy Operations
- Finding and building relationships with our customer advocates
- Logging & tracking all requests that come to the advocacy team
- Logging & tracking all advocacy requests that we make of customers
- Tracking and rewarding all acts of advocacy performed at our request
- Engaging with our wider community on social and industry forums.
Gifting
- Ensure smooth running of our gifting initiatives
- Fulfill gift requests from other stakeholders
- Manage inventory and vendor relationship
- You have an intrinsic drive to understand and help people achieve their goals
- You have 2-4 years marketing/sales/customer service experience, ideally with a focus on B2B
- You’re a modern marketer: data-driven, inquisitive, and experienced at using multichannel marketing to drive customer delight and demand
- You have a love of the written word - you can create compelling messaging that inspires
- You live to build relationships and delight customers because you know loyal customers are a marketing channel money can’t buy
- You excel at collaborating with colleagues to get the job done and thoroughly enjoy being part of a team
- You are comfortable with ambiguity, but strive for clarity
- You are confident conversing with customers in both on and offline environments
- You have experience with project management platforms and tools
- You’re a wiz with a spreadsheet
- You have some experience of Salesforce
- You're have experience with Intercom or another Saas support platform
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!
- 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
- 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 also offer Windows for certain roles when needed.
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 two days per week.
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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