At Intercom, hiring a great customer support representative is crucial to the company's reputation and morale. To find the right candidate, it's essential to look for core qualities such as enjoyment in helping people, a strong sense of team spirit, proactivity, resourcefulness, problem-solving skills, and a passion for technology. The interview process involves multiple rounds, including email and phone screeners, on-site interviews with various team members, and a debrief session to review feedback. It's also crucial to avoid common pitfalls such as hiring under pressure, not involving the support team in the interview process, falling into the culture fit trap, and not providing detailed feedback to rejected candidates. By taking a thorough and selective approach, Intercom is able to find exceptional talent that aligns with their values and contributes to the team's high performance.