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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 22 · linkedin

I'm hiring again in MA, FL, IL, TX, the UK, or Ireland! This time for an exceptionally rare opportunity to build + lead Customer Support's QA and Continuous Improvement program.

This job is a great fit for anyone who is entrepreneurial at heart -- you'll be responsible for developing the way we identify + act on dozens of opportunity areas, working closely with our Customer Support and R&D leadership team. You'll ensure insights from QA, conversations with customers, and other sources of data are constantly improving the way we help customers.

Intercom is relentlessly focused on delivering the best customer service platform - if you're coming from a CS background as I did, working here is a dream come true. Check it out 👀

#hiring #customerexperience #customersupport

Nov 17 · linkedin

It's been a difficult week at Intercom as we say goodbye to a number of teammates I've had the pleasure of getting to know over the last year. These are exceptionally intelligent, caring, and motivated individuals whom I can't speak well enough about.

Being laid off isn't an experience I can do justice to with words on a LinkedIn post, but the one indisputable truth amidst this news is that these changes aren't a reflection of the amazing talent parting ways with Intercom.

If you're #hiring for Product Marketing, Sales, Product, or other areas, there are a number of world-class people I would love to refer you to.

And to any impacted Intercomrades reading this - please don't hesitate to reach out - I'd appreciate the chance to connect you with individuals in my network.

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
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Location

Chicago, Illinois, United States