Intercom Specialist (iGaming Platform)

Core Competencies:

Dependability. Follows instructions and responds to management direction; results-oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. Tactfully approaches others, reacts well under pressure, treats others respectfully, and is accountable for all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports the organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision-Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Cognitive Ability. High intelligence, problem-solving/initiative, dependability, and ability to access and navigate relevant APIs.

Key Responsibilities:

Set up, manage, and optimize Intercom for customer support, onboarding, and engagement
Design and implement automated workflows, chatbots, and messaging campaigns
Segment users and create targeted messaging strategies based on behavior and lifecycle stages
Monitor and improve customer support performance (response time, resolution rate, CSAT)
Collaborate with product, marketing, and support teams to align communication strategies
Create and maintain help center articles and in-app guidance
Analyze Intercom data and generate insights to improve user experience and retention
Integrate Intercom with other tools (CRM, analytics, payment systems, etc.)
Ensure compliance with iGaming regulations and responsible gaming messaging

Requirements:

Proven experience working with Intercom (setup, automation, campaigns, reporting)
Background in iGaming, online betting, or gaming platforms (highly preferred)
Strong understanding of customer journey mapping and lifecycle messaging
Experience with chatbot building and workflow automation
Analytical mindset with ability to interpret data and optimize performance
Familiarity with integrations (API, Zapier, CRM tools, etc.)
Excellent written English communication skills

Nice to Have: