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Intercom Support Expert

  • Full Time
  •  Remote - Mumbai Metropolitan Region
  • less than 1 month months
  • Project posted on: 30/10/2025
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Intercom Support Expert

  • Product
  • Customer Experience (CX)

Remote - Mumbai Metropolitan Region, Delhi / NCR, Kolkata, Chennai, Bengaluru, Pune, Hyderabad

Full Time

less than 1 month months

 30/10/2025

Assignment Details

Our client, an online transformative upskilling platform for working tech professionals is seeking experienced Intercom Support Experts. They are building Reinforcement Learning environments - high-fidelity replicas of real systems integrated with real-world-like data and business workflows. These environments will be used to train advanced AI agents. As part of this, they need domain experts who can help define and create realistic support workflows and tasks. The goal is to build ~2,000 high-quality tasks per environment within a 10 day sprint cycle.

Key Responsibilities

  • Configure and optimize Intercom chat and inbox management for high-volume support operations.
  • Review, refine, and validate AI-generated support workflows to ensure operational fidelity and business relevance.
  • Design and document realistic support workflows, automations, and escalation paths that reflect actual operational needs.
  • Implement and enhance automation rules, chatbots, macros, and triggers to streamline support processes.
  • Build and maintain custom dashboards and reports for SLAs, team performance, and customer satisfaction.
  • Collaborate with internal support and operations teams to convert real-world workflows into structured, repeatable tasks.
  • Maintain consistency, handle edge cases effectively, and uphold high-quality standards in support execution.

Location: Remote
Start Date: Immediate
Duration: 10-14 days
Capacity: Full-time 

Skills Required

  • 5+ years of hands-on experience with Intercom Support in a fast-paced tech or startup environment.
  • Strong understanding of chat support workflows, inbox management, automation, customer communication, and reporting.
  • Proven experience designing and implementing scalable, efficient, and automated customer support processes.
  • Ability to analyze and convert operational needs into structured support workflows.
  • Detail-oriented mindset with a focus on accuracy, quality, and exception handling.
  • Experience working cross-functionally with support, operations, and product teams.

About the Client

A leading Indian edtech company headquartered in Bengaluru

Industry

IT Services & Consulting, Training, Skilling & Assessment

Experience Required:

5+ years

Additional Skills:

  • Automation
  • Macros
  • Reporting
  • Intercom
  • Chat Support
  • Configuration
  • Intercom Support

No of open positions:

5

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