RevOps Tools and Systems - Intercom

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دوام كامل

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About FlyAkeed:FlyAkeed is an online platform that helps people book flights and hotels easily. We started in 2017 and are based in Riyadh, Saudi Arabia. Our travel solution simplifies the process of planning and handling work-related travel.Highlights:Current funding stage: Series AFlyAkeed is supported by: PIF subsidiary Sanabil Investments, Elm, Artal Capital, Alrajhi Partners.We are currently looking for a RevOps Tools and Systems – Intercom to join our dynamic team. In this role, you will be responsible for managing and optimizing our use of Intercom to support cross-functional teams across sales, marketing, and customer success. You will ensure that the platform is configured to support scalable workflows, automated communications, and actionable insights that enhance the customer experience. Your expertise will help drive operational efficiency, improve customer engagement, and support strategic growth initiatives.Responsibilities:Intercom System OwnershipAdminister and optimize the Intercom platform across support, onboarding, and engagement.Set up and manage bots, workflows, triggers, and live chat configurations.Build and maintain response libraries, routing rules, and automated ticket flows.Customer Engagement Automation

Design behavior-based messaging campaigns across the customer lifecycle (onboarding, feature adoption, retention).
Trigger messages based on key product actions, subscription status, or inactivity.
Coordinate with product and marketing teams for feature announcements and user education.

Knowledge Base Management

Own the Intercom Help Center, ensuring FAQs and support articles are complete, accurate, and searchable.
Work cross-functionally to ensure product and process changes are reflected in support content.
Monitor content usage and gaps; iterate to reduce inbound support volume.

AI and Automation Enablement

Deploy AI-driven tools (e.g., Intercom Fin AI bot, resolution bots) to deflect repetitive inquiries.
Automate repetitive workflows and reduce support load with smart triggers and suggestions.
Measure AI performance and adjust to improve first-response time and CSAT.

Data Integration & System Sync

Collaborate with the Data and Engineering teams to ensure Intercom reflects accurate user data and custom attributes.
Ensure system syncs across Intercom, HubSpot, product backend, and analytics platforms.
Maintain logic for segmentation, targeting, and conditional workflows.Reporting & Continuous Improvement
Track support metrics: volume, SLA, CSAT, deflection rate, and engagement.
Identify insights and build dashboards to inform product, CS, and ops decisions.
Iterate based on feedback and performance to improve customer experience and operational efficiency.

RequirementsMust-Haves:

2–4 years of experience managing Intercom or a similar engagement/support platform.
Proven ability to implement automation, chat workflows, and lifecycle campaigns.
Strong understanding of customer success and support metrics.
Familiarity with AI-powered tools in the context of live chat, support, or lifecycle engagement.
Ability to collaborate cross-functionally with product, success, and technical teams.

Nice-to-Haves:

Experience in SaaS or B2B2C environments.
Exposure to tools like Zapier, Segment, HubSpot, or analytics platforms.
Understanding of customer journeys, onboarding flows, and NPS/CSAT optimization.
Basic HTML/CSS knowledge for Help Center formatting is a plus.

FlyAkeed