Intercom Customer Success Lead (Onboarding & Support)

Why this role exists

calm, helpful, human

Intercom expert

What You'll Do

• Stand up Intercom the right way: inboxes, assignment rules, SLAs/office hours, tags, macros/saved replies, surveys/CSAT, Messenger, and forms
• Onboarding that works: build Product Tours and Checklists (no-code), segment audiences, set triggers, measure completionand keep improving
• Help Center: create and maintain a clear, searchable knowledge base with friendly, skimmable articles
• Delightful support: handle conversations with warmth and clarity; turn problems into progress and advocacy
• Quality & feedback loops: write tone guides, coach reply quality, track common issues, and propose small product/content fixes that reduce repeat questions
• Metrics you own: first-response time, time-to-resolution, CSAT, self-serve solves (deflection), tour/checklist completion
  

A day in flow (the feel, not a script)

• Morning: check health of the inbox, yesterday's CSAT, any stuck threads; fix one friction point (macro, article, or tour step)
• Mid-day: greet new signups with a friendly nudge and a checklist that actually helps; jump into a few live conversations to unblock
• Afternoon: publish one KB update, one saved reply improvement, and a tiny onboarding tweak. End day with a tidy queue and a short wins note
  

What You've Done

• 4-8 years in Customer Success/Support with Intercom as a primary tool (admin + daily operator)
• Shipped Product Tours/Checklists, set up Help Center, and tuned bots/automation without making things feel robotic
• Consistently improved FRT/CSAT/deflection with small, smart changes
• Excellent written English (clear, kind, on-brand) and high empathycustomers feel better after talking to you
• Education: Bachelor's required (any discipline). We value outcomes over credentials
  

Schedule

• Remote across India with ? 4 hours daily overlap to US Pacific (you choose the exact window; flex during launches)
  

How To Apply

Apply via our company portal

AI-driven live interview

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Benefits

Equipment stipend Local holidays (India)

Learning budget (CX & AI)