Intercom Manager

Schedule: EST

Tasks required:

• Set up and manage Intercom from the ground up, including inbox structure, workflows, routing rules, automations, and customer support processes.
• Configure and optimize AI agents, chatbots, and automation tools to improve response quality, efficiency, and customer experience.
• Create and maintain support scripts, macros, templates, knowledge base articles, and standard operating procedures.
• Build automated customer journeys, ticket routing flows, escalation processes, and self-service support solutions.
• Integrate Intercom with tools such as Notion and other business platforms to streamline operations and data flow.
• Monitor support performance, AI effectiveness, customer satisfaction, and operational metrics, implementing improvements where needed.
• Develop reporting dashboards and establish quality assurance standards to ensure consistent service delivery.
• Lead the growth of the customer support function by recruiting, onboarding, training, and mentoring future support team members.
• Collaborate with cross-functional teams to improve support processes, recommend new tools, and drive continuous operational improvements.

Requirements:

• Proven experience implementing and managing Intercom in a leadership or senior-level capacity.
• Strong expertise in Intercom automations, AI agents, workflows, macros, inbox management, and reporting.
• Experience integrating Intercom with third-party platforms such as Notion, CRM systems, and other SaaS tools.
• Strong leadership, project management, and team development skills.
• Ability to build scalable customer support processes from scratch.
• Experience with AI-powered customer support solutions and knowledge base management is highly preferred.
• Direct iGaming experience is a plus; leadership and advanced Intercom expertise are the primary priorities.