About the role

This is a real management role with authority over the support team (4 remote agents in the Philippines plus one US-based person) and the Intercom workspace, reporting to the owner. Deep hands-on Intercom administration is the hard requirement. Contract role, $30-$60/hr depending on source.

Requirements

• Deep hands-on Intercom administration (workflows, macros, help center, AI agent/Fin, CSAT surveys, phone routing, custom reporting) is a hard requirement
• Prior experience managing a small remote support team, ideally including agents in the Philippines
• Comfortable working with data/metrics
• Excellent written English required
• Meaningful overlap with Philippine business hours and some overlap with US Pacific
• Confidentiality agreement required (access to student records)

What you'll do

• Own Intercom workspace administration and support team management, reporting to the owner
• Instrument the operation - benchmark KPIs (volume, response/resolution time, abandon rate, CSAT)
• Rebuild schedule against real volume curve, run quality review cadence with scorecards
• Publish support KPIs, rebuild macro library, fix workflows/after-hours routing
• Build English/Spanish help center covering top 10 contact reasons

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