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Anthony Lopez

Director, Support Operations at Intercom

Anthony Lopez is the Director of Global Customer Support Operations at Intercom, a position he has held since November 2021.1 He is an experienced support leader with over 10 years of experience in leveling up high-volume support teams.1

Career Highlights

  • Current Role: Director, Global Customer Support Operations at Intercom (November 2021 - Present)1
  • Previous Positions:
    • Director, Customer Support Operations at Albert (April 2021 - November 2021)1
    • AI Services Leader at Drift (December 2019 - April 2021)1
    • Global Spanish Support Lead at Sonos, Inc. (May 2018 - December 2019)1

Expertise and Achievements

Anthony has demonstrated expertise in:

  • Developing and executing frontline support strategies for large customer bases1
  • Implementing business reporting and queue management programs to improve response times1
  • Partnering with product leaders to prioritize and resolve customer issues1
  • Building and scaling support teams across multiple regions and languages1
  • Developing quality assurance strategies and escalation paths1

Recent Work at Intercom

At Intercom, Anthony has been involved in:

  • Discussing the transition to AI-first customer service and its impact on support teams45
  • Exploring how AI is changing the nature of customer support roles and team structures4
  • Sharing insights on implementing AI in customer service operations5

Anthony Lopez is also a contributor to Intercom's blog, where he writes about customer service topics and the impact of AI on support operations.23

Highlights

Feb 6 · intercom.com
Discover the future of customer service, support, and experience
Jan 1 · assembled.com
Intercom | Assembled
Jun 13 · intercom.com
The Ticket: Unlocking customer service's strategic potential with AI
The Ticket: Unlocking customer service's strategic potential with AI
May 16 · intercom.com
The Ticket: Mapping out the first 90 days with AI-first Customer Service
The Ticket: Mapping out the first 90 days with AI-first Customer Service

Related Questions

What are Anthony Lopez's key achievements at Intercom?
How did Anthony Lopez improve response times at Albert?
What strategies did Anthony Lopez use to scale global Spanish support at Sonos?
What is Anthony Lopez's approach to customer support operations at Intercom?
How did Anthony Lopez's role at Drift differ from his role at Intercom?
Anthony Lopez
Anthony Lopez, photo 1
Anthony Lopez, photo 2
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Location

Chicago, Illinois, United States