Responsibilities
- Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations.
- Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy.
- Ensure SLA adherence and consistent response quality across active conversations.
- Identify patterns in support issues and proactively recommend solutions.
- Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards.
- Review tickets for accuracy, tone, and technical correctness.
- Assist with onboarding and ramping new support hires.
- Contribute to and refine support macros, workflows, and automations in Intercom.
- Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection.
- Clearly document bugs, edge cases, and reproduction steps for Engineering.
- Partner with Product and QA to validate fixes and communicate resolutions back to users.
- Own and improve internal and external documentation using Notion and Intercom Articles.
- Identify gaps in onboarding, help content, and self-service resources.
- Help scale support operations by improving workflows, tagging, reporting, and escalation paths.
Requirements
- Hands-on Intercom experience
- Understanding of modern ticketing systems
- Ability to balance customer-facing support with operational leadership
- Experience serving as a primary escalation point for technical and workflow-related issues
- Proven ability to respond to high-impact inquiries via chat and email with speed, clarity, and empathy
- Demonstrated skill in ensuring SLA adherence and maintaining response quality
- Experience diagnosing browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection
- Ability to clearly document bugs, edge cases, and reproduction steps for engineering teams
- Experience partnering with Product and QA to validate fixes and communicate resolutions
- Proven track record of owning and improving internal and external documentation using tools like Notion and Intercom Articles
Nice to Have
- Experience mentoring teammates or providing day-to-day leadership in a support function
- Experience contributing to and refining support macros, workflows, and automations in Intercom
- Background in identifying gaps in onboarding, help content, and self-service resources
- Experience helping scale support operations through workflow, tagging, reporting, and escalation path improvements
