客户支持与Intercom运营专员
Customer Support & Intercom Operations Specialist
这是一个远程职位。
客户支持与Intercom运营专家
远程 | 菲律宾 | 全职 | 月薪50,000 - 55,000比索 | 周三至周五 凌晨3:00 – 凌晨11:00（ET） & 周六至周日 凌晨5:00 – 下午2:00（ET） 或者 周三至周四 晚上7:00 – 凌晨3:00（ET），周五 晚上7:00 – 凌晨1:00（ET） & 周六至周日 下午2:00 – 晚上11:00（ET） | 长期远程职位
长期远程职位
如果你是一位高绩效的支持专业人员，擅长处理Intercom工作流、AI增强的客户支持，并且希望在一个以主动承担责任而非简单处理工单为价值的美国领先活动管理平台工作——请继续阅读。
这不是一个“复制粘贴客服”，等待指令的职位。
这是一个专注、结果导向的职位，你将负责非工作时间的支持队列，优化Intercom自动化流程，推动报告洞察，并使用现代AI工具最大化平台价值。
为什么这是理想的工作
你将直接与一家享有盛誉的美国活动管理软件公司合作，该公司：
- 鼓励创新：运营一个面向未来的工作平台，支持超过75万名活动策划者，优先考虑具备AI适应能力的操作员。
- 关注你的成长：提供与精英同行交流的机会、技能提升以及专属的成功经理（CSM）进行职业指导。
- 尊重你的专业：注重“梦想成果”和操作清晰度，而不是对工单数量的微观管理。
- 提供稳定性：有与菲律宾专业人士长期合作的历史，正在寻找长期团队扩展。
你将获得职业转型、高层可见性，以及领导客户支持运营的自由——而不会陷入僵化的“呼叫中心”模式。
你将负责的核心运营支持职责包括流程优化、AI集成、轻量级产品测试和文档编写。你不仅仅是回答聊天；你是在组织Intercom架构，跟踪支持分析，并在关键非工作时间覆盖期间弥合沟通差距。
你将主导以下工作：
- 战略性Intercom管理：构建、测试和优化Intercom工作流、机器人和自动化流程，以简化用户问题解决。
- 动态非工作时间支持：在美国非工作时间独立管理实时聊天队列，处理账户验证，并验证AI辅助回复。
- 支持分析与报告：提取、跟踪并分析工单数量、响应时间和常见问题趋势等指标，以指导产品改进。
查看英文原文
This is a remote position.
Customer Support & Intercom Operations Specialist
Remote | Philippines | Full-Time | Php 50,000 - 55,000/month, |Wed-Fri 3:00 AM – 11:00 AM (ET) & Sat-Sun 5:00 AM – 2:00 PM (ET) OR
Wed-Thu 7:00 PM – 3:00 AM (ET), Fri 7:00 PM – 1:00 AM (ET) & Sat-Sun 2:00 PM – 11:00 PM (ET) | Long-Term Remote Role
Long-Term Remote Role
If you’re a high-performing support professional who thrives on Intercom workflows, AI-enhanced customer support, and working with a leading US-based event management platform that values proactive ownership over simple ticket-clearing — keep reading.
This isn’t a role for a "copy-paste agent" waiting for instructions.
This is a focused, outcome-driven position where you’ll own the off-hours support queue, optimize Intercom automations, drive reporting insights, and use modern AI tools to maximize platform value.
Why This Is a Dream Job
You’ll be working directly with a prestigious USA-based Event Management software player who:
- Champions Innovation: Operates a future-of-work, global platform supporting over 750,000 event planners that prioritizes AI-adaptive operators.
- Values Your Growth: Provides access to elite peers, upskilling, and a dedicated Success Manager (CSM) for professional coaching.
- Respects Your Expertise: Focuses on "dream outcomes" and operational clarity rather than micromanaged ticket quotas.
- Builds Stability: Has a long history of working with Filipino professionals and is looking for a long-term team extension.
You’ll get career transformation, high-level visibility, and the freedom to lead customer support operations — without being stuck in a rigid "call center" rut.
What You’ll Be Owning This is a core operational support role covering workflow optimization, AI integration, light product QA, and documentation. You aren't just answering chats; you are organizing Intercom architecture, tracking support analytics, and bridging communication gaps during critical off-hours coverage.
You’ll take the lead on:
- Strategic Intercom Management: Building, testing, and optimizing Intercom workflows, bots, and automations to streamline user resolution.
- Dynamic Off-Hours Support: Managing the live chat queue independently during US off-hours, handling account verifications, and validating AI-assisted responses.
- Support Analytics & Reporting: Pulling, tracking, and analyzing metrics on ticket volumes, response times, and recurring issue trends to guide product improvements.
- AI Workflow Integration: Leveraging and refining AI support tools within Intercom to ensure prompt, accurate responses and reduce support overhead.
- Knowledge Base Guardianship: Auditing, updating, and creating public Help Center articles and internal SOP manuals with refreshed screenshots and guidance.
- Product QA & Testing: Conducting consumer-minded feature testing during lower-volume periods to catch bugs before end-users do.
Requirements
This Role Is a Great Fit If You:
- Are an Intercom Expert: You have direct, hands-on experience navigating Intercom and building or improving its workflows and reporting tools.
- Are a Support & QA Hybrid: You combine empathetic tier-1 customer support with a consumer-minded eye for testing platform releases.
- Are an AI-Adaptive Operator: You are comfortable working alongside AI-assisted support tools and eager to adopt evolving AI capabilities.
- Have 2–3 years of experience in customer support or helpdesk operations for a SaaS or tech product.
- Are High-Accountability: You don't need to be chased for updates. You exercise sharp judgment on when to resolve independently versus when to escalate edge cases.
- Communicate with elite fluency and professional confidence in written English.
What Success Looks Looks Like
After 60–90 Days:
- The Queue is Fortified: You are independently running the assigned off-hours shift with high resolution accuracy and rapid response times.
- Workflows & Data are Seamless: You have successfully built and deployed upgraded Intercom workflows and established structured reporting for leadership.
- Knowledge Gaps are Closed: You have audited and published updated Help Center documentation based on real-time user pain points.
- Trust is Earned: The client relies on your accountability and proactive problem-solving without needing constant supervision.
Final Word If you’ve ever thought: "I am a world-class support specialist who can do it all—customer care, system workflows, and analytics—I just want a client who is organized and values my operational depth," this is that role.
Let’s build long-term success — together.
Originally posted on Himalayas