Intercom's Jeff Gardner, Discusses the Early Days of Intercom & Building a Team

2 min read

Jeff Gardner was Intercom’s 4th employee and his job was to focus entirely on support. Now he is the Director of Customer Support & Success, and working every day to ensure that Intercom’s mission of making business personal is maintained.

He has known the founders since before they created Intercom, so he was always hearing bits and pieces of what was in the works. Then, when they asked him in 2012 to start working with them, he decided to step away from the freelancing work he was doing and join the team.

As Intercom grew, so did the need for support and Jeff was tasked with building the team. This was the first time he has ever built a team, but he was certainly up for the challenge. Listening to their customers and listening to his team, as well as being rigorous in their hiring process has made the Intercom support team the outstanding team that it is today.

Jeff, his wife, who is originally from Dublin, and their two kids have recently moved to Dublin to start working at Intercom’s office on Saint Stephen’s Green. It had only been about a week and a half since they had arrived when we spoke! I’m so grateful that he took the time to talk with me, and offer his unique perspective on this relatively new field of customer success and Intercom.

I hope you enjoy the interview! You can listen to it here:

The world's first university degree in Customer Success

Our host Anika Zubair chats with Vijay Mehrotra about what tomorrow's CS leaders are being taught at university.

How to build effective health scores

Our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores.

Think People, not Customers

Our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers.

Learn more about

Drop your email and let us show you our platform!

We use cookies to ensure you get the best experience on our site. Learn more

Get a Demo

We look forward to showing you Planhat.
Tell us a bit about yourself.

Please enter your business email address. This form doesn't accept addresses from that email service.

By submitting this form, I understand and agree that Planhat may collect, process, and retain my data pursuant to Planhat’s Privacy Policy.

Thank you! 🙌

Thank you for your interest in Planhat.
You will hear from us soon!


Sorry, an unexpected error occurred. Try again later!

Thank you! 🙌

Thanks for contacting us. We will get back to you you shortly!