Job Description

Position: Intercom Manager

Number of hours: 40 hours/week

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.