Customer Support & Intercom Operations Specialist

This is a remote position.

Customer Support & Intercom Operations Specialist

If you’re a high-performing support professional who thrives on Intercom workflows, AI-enhanced customer support, and working with a leading US-based event management platform that values proactive ownership over simple ticket-clearing — keep reading.

This isn’t a role for a "copy-paste agent" waiting for instructions.

This is a focused, outcome-driven position where you’ll own the off-hours support queue, optimize Intercom automations, drive reporting insights, and use modern AI tools to maximize platform value.

Why This Is a Dream Job

You’ll be working directly with a prestigious USA-based Event Management software player who:

• Champions Innovation: Operates a future-of-work, global platform supporting over 750,000 event planners that prioritizes AI-adaptive operators.
  

• Values Your Growth: Provides access to elite peers, upskilling, and a dedicated Success Manager (CSM) for professional coaching.
  

• Respects Your Expertise: Focuses on "dream outcomes" and operational clarity rather than micromanaged ticket quotas.
  

• Builds Stability: Has a long history of working with Filipino professionals and is looking for a long-term team extension.
  

You’ll get career transformation, high-level visibility, and the freedom to lead customer support operations — without being stuck in a rigid "call center" rut.

What You’ll Be Owning This is a core operational support role covering workflow optimization, AI integration, light product QA, and documentation. You aren't just answering chats; you are organizing Intercom architecture, tracking support analytics, and bridging communication gaps during critical off-hours coverage.

You’ll take the lead on:

• Strategic Intercom Management: Building, testing, and optimizing Intercom workflows, bots, and automations to streamline user resolution.
  

• Dynamic Off-Hours Support: Managing the live chat queue independently during US off-hours, handling account verifications, and validating AI-assisted responses.
  

• Support Analytics & Reporting: Pulling, tracking, and analyzing metrics on ticket volumes, response times, and recurring issue trends to guide product improvements.
  

• AI Workflow Integration: Leveraging and refining AI support tools within Intercom to ensure prompt, accurate responses and reduce support overhead.
  

• Knowledge Base Guardianship: Auditing, updating, and creating public Help Center articles and internal SOP manuals with refreshed screenshots and guidance.
  

• Product QA & Testing: Conducting consumer-minded feature testing during lower-volume periods to catch bugs before end-users do.
  

Requirements

This Role Is a Great Fit If You:

• Are an Intercom Expert: You have direct, hands-on experience navigating Intercom and building or improving its workflows and reporting tools.
  

• Are a Support & QA Hybrid: You combine empathetic tier-1 customer support with a consumer-minded eye for testing platform releases.
  

• Are an AI-Adaptive Operator: You are comfortable working alongside AI-assisted support tools and eager to adopt evolving AI capabilities.
  

• Have 2–3 years of experience in customer support or helpdesk operations for a SaaS or tech product.
  

• Are High-Accountability: You don't need to be chased for updates. You exercise sharp judgment on when to resolve independently versus when to escalate edge cases.
  

• Communicate with elite fluency and professional confidence in written English.
  

What Success Looks Looks Like

After 60–90 Days:

• The Queue is Fortified: You are independently running the assigned off-hours shift with high resolution accuracy and rapid response times.
  

• Workflows & Data are Seamless: You have successfully built and deployed upgraded Intercom workflows and established structured reporting for leadership.
  

• Knowledge Gaps are Closed: You have audited and published updated Help Center documentation based on real-time user pain points.
  

• Trust is Earned: The client relies on your accountability and proactive problem-solving without needing constant supervision.
  

Final Word If you’ve ever thought: "I am a world-class support specialist who can do it all—customer care, system workflows, and analytics—I just want a client who is organized and values my operational depth," this is that role.

Let’s build long-term success — together.