- Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations. - Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy. - Ensure SLA adherence and consistent response quality across active conversations. - Identify patterns in support issues and proactively recommend solutions. **Support Leadership & Enablement** - Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards. - Review tickets for accuracy, tone, and technical correctness. - Assist with onboarding and ramping new support hires. - Contribute to and refine support macros, workflows, and automations in Intercom. **Technical Troubleshooting** - Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection. - Clearly document bugs, edge cases, and reproduction steps for Engineering. - Partner with Product and QA to validate fixes and communicate resolutions back to users. **Documentation & Process Improvement** - Own and improve internal and external documentation using Notion and Intercom Articles. - Identify gaps in onboarding, help content, and self-service resources. - Help scale support operations by improving workflows, tagging, reporting, and escalation paths. What Success Looks Like - Own and scale technical support operations, including escalations, workflow optimization, and Intercom efficiency. - Improve documentation, onboarding flows, and self-service resources to reduce repeat issues. - Act as a strong technical liaison between Support, QA, and Engineering to improve issue resolution and product feedback loops.