Support Operations Analyst

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.

• Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models
• Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale
• Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly
• Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams
• Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap
• Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency

• Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design
• Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time
• Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency

• Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them
• Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level
• Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business
• Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them
• Ensure that support data becomes a shared resource across functions, not siloed in the support team

• Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise
• Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert
• Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us
• Identify and act on opportunities to reduce support costs over time — through automation, deflection,…