Provide exceptional email-based customer support through Intercom, managing tickets and setting up automations to streamline processes
Handle operational tasks including CRM updates, documentation maintenance, and creating customer support templates
Respond to app store reviews and social media comments (Meta, Instagram) using appropriate templates and brand voice
Provide part-time weekend coverage for urgent customer issues and time-sensitive matters
Collaborate effectively via Slack and handle ad-hoc operational tasks as the business evolves

2+ years of customer support experience with consumer-facing mobile apps
Proven experience with Intercom including ticket management and automation setup
Strong written communication skills with attention to detail
Experience managing multiple operational tasks simultaneously
Proficiency with CRM systems and customer data management
Comfortable working in Slack and collaborative team environments
Flexibility to work weekends on a part-time basis when needed
Self-starter mentality with ability to work independently in a remote environment

Customer Support & Ops Specialist

Key skills