Customer Support Advocate, Tier 2

Intercom is hiring a Customer Support Advocate, Tier 2 to join our fully remote team in the United States. As a Customer Support Advocate, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — Anywhere in the US). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores What we offer: • Comprehensive medical, dental, and vision coverage • Annual learning and professional development budget • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture • Home office and wellness stipends How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Intercom is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Excellent written and verbal communication • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) • Empathy and patience Nice to have: • A growth mindset and eagerness to keep learning • Familiarity with modern collaboration tools (Slack, Notion, Linear)