Job Description

Position: Intercom Specialist (iGaming Platform)

Number of hours: TBA
Schedule: EST

Key Responsibilities:

• Set up, manage, and optimize Intercom for customer support, onboarding, and engagement

• Design and implement automated workflows, chatbots, and messaging campaigns

• Segment users and create targeted messaging strategies based on behavior and lifecycle stages

• Monitor and improve customer support performance (response time, resolution rate, CSAT)

• Collaborate with product, marketing, and support teams to align communication strategies

• Create and maintain help center articles and in-app guidance

• Analyze Intercom data and generate insights to improve user experience and retention

• Integrate Intercom with other tools (CRM, analytics, payment systems, etc.)

• Ensure compliance with iGaming regulations and responsible gaming messaging

Requirements:

• Proven experience working with Intercom (setup, automation, campaigns, reporting)

• Background in iGaming, online betting, or gaming platforms (highly preferred)

• Strong understanding of customer journey mapping and lifecycle messaging

• Experience with chatbot building and workflow automation

• Analytical mindset with ability to interpret data and optimize performance

• Familiarity with integrations (API, Zapier, CRM tools, etc.)

• Excellent written English communication skills

Nice to Have:

• Experience with compliance in iGaming (KYC, responsible gaming messaging)

• Knowledge of CRM and customer support tools beyond Intercom

• Basic HTML/CSS for message customization