Customer Support Enablement Partner

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Within our AI-first Customer Support organisation, automation, intelligent workflows, and data-driven insights are embedded into daily operations. In this environment, enablement is not just about training - it’s about designing performance systems that maximise the impact of humans working alongside AI.

We’re looking for a Customer Support Enablement Partner to develop, architect and evolve scalable enablement programs that accelerate performance, drive AI adoption, and continuously raise the bar for customer experience.

You will play a pivotal role in shaping how our Human Support team members onboard, adopt new tools, navigate product evolution, and build mastery over time. You’ll combine strategic program design with hands-on execution - embedding learning directly into workflows, leveraging automation to reduce manual overhead, and ensuring enablement drives measurable business outcomes.

This is a high-impact role at the intersection of Support, Product and AI transformation.

What will I be doing?

Designing & Building AI-first performance enablement systems

• Build scalable onboarding and continuous learning experiences that reduce time to productivity and accelerate skill development.
• Embed AI-first best practices into every stage of the IC lifecycle - ensuring agents effectively leverage AI, automation, and intelligent tools.
• Shift enablement from static content delivery to performance enablement embedded within tools and workflows.

Technical Education Strategy & Curriculum

• Developing a scalable and repeatable strategy for the technical education and upskilling of Technical Support Engineers.
• Creating and maintaining a full suite of technical training materials, including hands-on labs, documentation, and how-to guides.
• Leading and facilitating technical training sessions, both live and on-demand, including "Train the Trainer" programs and new product release training.

Driving measurable impact

• Own and influence key performance metrics such as time to productivity, AI adoption rates, quality scores, resolution efficiency, and customer satisfaction.
• Use performance data, assessment outcomes, and qualitative feedback to identify skill gaps and systemic friction.
• Continuously iterate enablement programs through experimentation and data-driven improvement.

Partnering cross-functionally to scale impact

• Act as the primary enablement partner to Customer Support leadership, building trusted relationships and aligning programs to operational priorities.
• Collaborate closely with Product and Program Management teams to design scalable New Product Introduction (NPI) enablement that supports rapid product evolution.
• Ensure learning initiatives are aligned with business goals, operational metrics, and customer outcomes.

Leading change in an evolving AI environment

• Drive behavioural adoption of new AI tools, workflows, and ways of working.
• Support leaders in reinforcing performance standards and AI-first practices.
• Contribute to the evolution of enablement frameworks that leverage data, automation, and intelligent insights to continuously improve outcomes.

In your first 12 months, you will:

• Reduce time to productivity for new hires through AI-augmented onboarding.
• Increase effective adoption of AI tools across the Support organisation.
• Establish scalable NPI enablement processes that minimise reactive training.
• Improve measurable performance indicators (e.g. quality, efficiency, CSAT) through targeted enablement interventions.
• Reduce manual overhead in enablement operations through automation and intelligent systems.

What skills do I need?

• 4+ years of experience in Customer Support, Enablement, Learning & Development, Technical Training, or a closely related role.

• Demonstrated experience designing and building end-to-end enablement programs across onboarding, continuous development, and product launches.

• Strong understanding of Customer Support operations, performance management, and the IC lifecycle.

• Experience integrating AI, automation, or intelligent tooling into enablement programs or operational workflows.

• Ability to design learning experiences that prioritise behaviour change and measurable performance improvement.

• Data-driven mindset - comfortable analysing performance metrics, assessment data, and feedback to guide iteration.

• Experience influencing cross-functional stakeholders and driving alignment in fast-moving environments.

• Strong communication skills, with the ability to translate complexity into clear, actionable guidance.

• Comfort navigating ambiguity and building scalable systems in evolving organisations.

Bonus skills & attributes

Technical fluency in Intercom as a Product (including our AI agent Fin)

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!
• 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
• Flexible paid time off policy
• 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.

Policies

Intercom has a {#workplaceType}hybrid working policy{/workplaceType}. 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 three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.