Customer Support Manager – Casino | Intercom & Live Chat

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.

Tasks required:

Set up and manage Intercom from the ground up, including inbox structure, workflows, routing rules, automations, and customer support processes.
Configure and optimize AI agents, chatbots, and automation tools to improve response quality, efficiency, and customer experience.
Create and maintain support scripts, macros, templates, knowledge base articles, and standard operating procedures.
Build automated customer journeys, ticket routing flows, escalation processes, and self-service support solutions.
Integrate Intercom with tools such as Notion and other business platforms to streamline operations and data flow.
Monitor support performance, AI effectiveness, customer satisfaction, and operational metrics, implementing improvements where needed.
Develop reporting dashboards and establish quality assurance standards to ensure consistent service delivery.
Lead the growth of the customer support function by recruiting, onboarding, training, and mentoring future support team members.
Collaborate with cross-functional teams to improve support processes, recommend new tools, and drive continuous operational improvements.

Requirements:

Proven experience implementing and managing Intercom in a leadership or senior-level capacity.
Strong expertise in Intercom automations, AI agents, workflows, macros, inbox management, and reporting.
Experience integrating Intercom with third-party platforms such as Notion, CRM systems, and other SaaS tools.
Strong leadership, project management, and team development skills.
Ability to build scalable customer support processes from scratch.
Experience with AI-powered customer support solutions and knowledge base management is highly preferred.
Direct iGaming experience is a plus; leadership and advanced Intercom expertise are the primary priorities.