Intercom Manager – Build & Lead Support Operations

About the role

We are seeking an experienced Intercom Manager to design, implement, and lead our customer support function. You will build the Intercom environment from scratch, create automated journeys, and ensure high‑quality service across all channels.

Key responsibilities

• Set up and manage Intercom, including inbox structure, workflows, routing rules, and automations.
• Configure AI agents, chatbots, and other automation tools to improve response quality and efficiency.
• Create and maintain support scripts, macros, templates, knowledge‑base articles, and SOPs.
• Build automated customer journeys, ticket routing flows, escalation processes, and self‑service solutions.
• Integrate Intercom with Notion and other business platforms such as CRM systems.
• Monitor support performance, AI effectiveness, customer satisfaction, and operational metrics, implementing improvements as needed.
• Develop reporting dashboards and establish quality‑assurance standards.
• Recruit, onboard, train, and mentor future support team members.
• Collaborate with cross‑functional teams to refine support processes and recommend new tools.

Required profile

• Proven experience implementing and managing Intercom at a senior or leadership level.
• Strong expertise in Intercom automations, AI agents, workflows, macros, inbox management, and reporting.
• Experience integrating Intercom with third‑party platforms such as Notion, CRM, and other SaaS tools.
• Demonstrated leadership, project‑management, and team‑development abilities.
• Ability to build scalable customer support processes from the ground up.
• Direct iGaming experience is a plus, but not mandatory.

Required skills

• Intercom
• AI agents
• Chatbots
• Automation tools
• Notion integration
• CRM integration
• Reporting dashboards
• Workflow automation