Intercom Setup Expert (One-Time Project)

We're looking for an experienced Intercom expert to review, optimize, and improve our existing Intercom workspace. This is a short-term, one-time engagement. Our goal is to ensure our setup follows best practices while identifying areas we can continue improving internally after the project is complete. What you'll do - Audit our current Intercom setup - Review inboxes, routing, automation, workflows, Fin AI, and knowledge base configuration - Optimize conversation routing and automation where appropriate - Recommend improvements to reduce support workload and improve customer experience - Identify gaps, inefficiencies, or unused Intercom features - Provide documentation and recommendations so our internal team can maintain and expand the setup independently Requirements - Proven experience implementing and optimizing Intercom - Strong understanding of Fin AI, Workflows, Inbox management, Help Center, and automation - Experience improving customer support operations - Ability to explain recommendations clearly and document best practices - Nice to Have - Experience with SaaS customer support - Familiarity with AI-powered support workflows - Experience reducing support response times through automation Please include: A brief summary of your Intercom experience Examples of similar projects you've completed Your estimated timeline for completing this review and optimization Best Rate