FlyAkeed is on the lookout for an innovative and strategic thinker to join our team as a RevOps Tools and Systems – Intercom. In this pivotal role, you will oversee and enhance our RevOps tools, specifically focusing on Intercom, to optimize customer interactions and drive revenue growth.
As the RevOps Tools and Systems – Intercom at FlyAkeed, you will be responsible for managing our customer-facing support infrastructure, proactive messaging, and lifecycle automation through Intercom. Reporting directly to the Head of Revenue Operations, you will ensure that customer interactions are timely, relevant, and scalable powered by automation, AI, and smart integrations. This role is central to delivering a high-quality, data-driven customer experience.
Responsibilities:
Intercom System Ownership
Administer and optimize the Intercom platform across support, onboarding, and engagement.
Set up and manage bots, workflows, triggers, and live chat configurations.
Build and maintain response libraries, routing rules, and automated ticket flows.
Customer Engagement Automation
- Design behavior-based messaging campaigns across the customer lifecycle (onboarding, feature adoption, retention).
- Trigger messages based on key product actions, subscription status, or inactivity.
- Coordinate with product and marketing teams for feature announcements and user education.
Knowledge Base Management
- Own the Intercom Help Center, ensuring FAQs and support articles are complete, accurate, and searchable.
- Work cross-functionally to ensure product and process changes are reflected in support content.
- Monitor content usage and gaps; iterate to reduce inbound support volume.
AI and Automation Enablement
- Deploy AI-driven tools (e.g., Intercom Fin AI bot, resolution bots) to deflect repetitive inquiries.
- Automate repetitive workflows and reduce support load with smart triggers and suggestions.
- Measure AI performance and adjust to improve first-response time and CSAT.
Data Integration & System Sync
- Collaborate with the Data and Engineering teams to ensure Intercom reflects accurate user data and custom attributes.
- Ensure system syncs across Intercom, HubSpot, product backend, and analytics platforms.
- Maintain logic for segmentation, targeting, and conditional workflows.Reporting & Continuous Improvement
- Track support metrics: volume, SLA, CSAT, deflection rate, and engagement.
- Identify insights and build dashboards to inform product, CS, and ops decisions.
- Iterate based on feedback and performance to improve customer experience and operational efficiency.
Requirements
Must-Haves:
- 2–4 years of experience managing Intercom or a similar engagement/support platform.
- Proven ability to implement automation, chat workflows, and lifecycle campaigns.
- Strong understanding of customer success and support metrics.
- Familiarity with AI-powered tools in the context of live chat, support, or lifecycle engagement.
- Ability to collaborate cross-functionally with product, success, and technical teams.
Nice-to-Haves:
- Experience in SaaS or B2B2C environments.
- Exposure to tools like Zapier, Segment, HubSpot, or analytics platforms.
- Understanding of customer journeys, onboarding flows, and NPS/CSAT optimization.
- Basic HTML/CSS knowledge for Help Center formatting is a plus.