The Role:
We’re looking for a Support Operations Analyst to own the architecture and intelligence layer of our Intercom environment. This is a platform ownership role, not a platform maintenance role. The right person will translate how we believe support should work into how the platform actually works — and ensure that what’s happening inside Intercom produces meaningful, actionable intelligence for stakeholders across the business.
A central focus of this role is enablement: specifically, ensuring that the functional leaders who depend on Intercom have the visibility, reporting infrastructure, and data integrity required to set, pursue, and achieve their operational KPIs. This role does not own those KPIs — it builds and maintains the instrumentation that makes achieving them possible.
You’ll report to the Sr. Director of Operations and serve as a resource to all teams that work primarily out of Intercom. Equally important is the longer view: configuring Intercom not just for where we are today, but in a way that scales alongside the business and adapts as our support needs, team structure, and product complexity evolve.