Customer Support & Intercom Operations Specialist
# Customer Support & Intercom Operations Specialist **Remote Workmate** · United States · `Remote` · `Full Time` 💼 **Уровень роли:** `Mid-level` 💰 **Компенсация:** `50,000 – 55,000 PHP` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[Customer-Support-Specialist]` `[Technical-Support-Specialist]` `[Operations-Specialist]` `[Support-Analyst]` `[Customer-Operations-Specialist]` `[CX-Operations-Specialist]` `[Support-Operations-Specialist]` `[Customer-Support]` --- ### About the Role This is a remote position. Customer Support & Intercom Operations Specialist Remote | Philippines | Full-Time | Php 50,000 - 55,000/month, | Wed-Fri 3:00 AM – 11:00 AM (ET) & Sat-Sun 5:00 AM – 2:00 PM (ET) OR Wed-Thu 7:00 PM – 3:00 AM (ET), Fri 7:00 PM – 1:00 AM (ET) & Sat-Sun 2:00 PM – 11:00 PM (ET) | Long-Term Remote Role Long-Term Remote Role 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. Originally posted on Himalayas
- Customer-Support-Specialist
- Technical-Support-Specialist
- Operations-Specialist
- Support-Analyst
- Customer-Operations-Specialist
- CX-Operations-Specialist
- Support-Operations-Specialist
- Customer-Support
Наблюдалась 2026-10-02, впервые 2026-10-02, источник — Himalayas (JSON API).