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)