Freelance Intercom Support Expert

Job Description

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.