Intercom Automation Specialist

Job Title: Intercom Automation Specialist

Location: Remote (Global)

Salary Range: 1000 3000 USD/month depending on region and experience

Work Schedule: Full-time, with at least 3 4 hours overlap with U.S. business hours

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.

About the Company:

Sagan represents a fast-growing organization in the technology and digital services space that relies heavily on Intercom to deliver seamless customer support, automation, and communication flows. The team values efficiency, user-centric systems, and clean, scalable processes.

Position Overview:

The Intercom Automation Specialist will audit, optimize, and maintain the company's Intercom environment, ensuring exceptional user experiences and operational efficiency. The role blends technical configuration, workflow automation, segmentation design, and AI-driven optimizations. This person will play a critical part in elevating customer communications through smart, data-backed systems.

Key Responsibilities:

• Conduct a full audit of the current Intercom setup and recommend improvements.
• Implement segmentation, tagging, user attributes, and data hygiene processes.
• Build and optimize workflows, SLAs, routing rules, and automation sequences.
• Create and refine macros, inbox configurations, and operational processes.
• Train and configure Fin AI, including refining model prompts and improving accuracy.
• Develop customer engagement automations such as onboarding, reactivation, and upsell triggers.
• Build dashboards and reporting views for performance tracking.
• Collaborate with support, product, and operations to ensure system alignment with business goals.

Qualifications:

• 2+ years of hands-on Intercom configuration experience.
• Strong understanding of segmentation, lifecycle automation, and workflow logic.
• Experience building customer support or customer success automations.
• Ability to translate business requirements into Intercom structures and flows.
• Familiarity with Fin AI or similar conversational AI tools.
• Strong analytical and problem-solving skills.
• Excellent communication skills; comfortable working cross-functionally.

Nice to Haves:

• Experience in marketing automation or CRM platforms.
• Technical skills such as basic SQL, APIs, or tools like Zapier/Make.
• Experience supporting SaaS or tech-enabled companies.
• Background in customer support operations.