Customer Support & Intercom Operations Specialist

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