Support Operations Analyst

Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models

Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale

Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly

Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams

Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap

Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency

Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design

Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time

Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency

Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them

Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level

Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business

Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them

Ensure that support data becomes a shared resource across functions, not siloed in the support team

Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise

Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert

Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us

Identify and act on opportunities to reduce support costs over time — through automation, deflection, improved routing, and elimination of avoidable volume — without compromising the quality of the customer experience

3–5 years of hands-on experience building and scaling a major helpdesk or customer support platform

Intercom experience is a plus and will be weighted; equivalent depth with Zendesk, Freshdesk, or a comparable enterprise platform is fully considered

Experience supporting a growing tech company through meaningful operational scale — not just steady-state administration

Demonstrated ability to own a platform end-to-end: architecture decisions, not just configuration tasks

A combination of support management experience and platform fluency is a legitimate and valued path into this role — deep operational knowledge of how support organizations actually run is as important as technical platform expertise

You understand that helpdesk configuration is infrastructure — decisions made today create constraints or optionality downstream

You can assess a support environment and quickly identify where structure is missing, where automation is generating noise instead of signal, and where reporting is measuring the wrong things

You design for the organization’s needs six months from now, not just today’s

You know which metrics actually matter to support managers and why — not just the standard list, but the nuanced picture of team health, customer patterns, agent effectiveness, and cost

You can build comparative reporting across customers, teams, and individuals that tells a coherent story, not just surfaces numbers

You understand the difference between a dashboard someone looks at and a dashboard someone acts on

You can articulate why a given metric matters to a given business outcome — not just how to measure it

You’re comfortable in a collaborative, advisory role: translating what support leaders want into what gets built, asking the right clarifying questions, and pushing back when a request points in the wrong direction

You can explain platform decisions in plain language to non-technical stakeholders

You’re self-directed and can move from problem definition to execution with minimal hand-holding

Familiarity with Intercom’s AI and automation features, including Fin

Experience integrating a helpdesk platform with adjacent business tools: CRM, product analytics, data warehouses

Background in or exposure to support operations, CS strategy, or revenue operations in a B2B SaaS context