Position: Intercom Specialist (iGaming Platform)
Number of hours: TBA
Schedule: EST
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:
- Experience with compliance in iGaming (KYC, responsible gaming messaging)
- Knowledge of CRM and customer support tools beyond Intercom
- Basic HTML/CSS for message customization
