About the job Intercom Specialist (iGaming Platform)
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