Customer Support Manager – Casino | Intercom & Live Chat

Responsibilities

• Set up and manage Intercom from the ground up, including inbox structure, workflows, routing rules, automations, and customer support processes.
• Configure and optimize AI agents, chatbots, and automation tools to improve response quality, efficiency, and customer experience.
• Create and maintain support scripts, macros, templates, knowledge base articles, and standard operating procedures.
• Build automated customer journeys, ticket routing flows, escalation processes, and self-service support solutions.
• Integrate Intercom with tools such as Notion and other business platforms to streamline operations and data flow.
• Monitor support performance, AI effectiveness, customer satisfaction, and operational metrics, implementing improvements where needed.
• Develop reporting dashboards and establish quality assurance standards to ensure consistent service delivery.
• Lead the growth of the customer s...