Intercom Customer Success Lead (Onboarding & Support)

Why this role exists

Our customers deserve a calm, helpful, human experience. We’re looking for an Intercom expert to set up and run onboarding + support so people succeed quickly and feel cared for every step of the way.

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 completion—and 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 empathy—customers 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 to launch a short AI-driven live interview. We review every complete application.

Apply here: https://tinyurl.com/imhintercom

Job Type: Full-time