Hire the Best Intercom Specialists

Hi, I’m Geogen 👋 Most support specialists answer tickets; I optimize the entire ecosystem. ;) By merging a background in AI Engineering with a consistent track record of high-level technical support, I bridge the gap between complex API technicalities and seamless human experiences. I don’t just solve problems—I build the automation that prevents them. 📊 Impact by the Numbers Top-Rated Plus Status: Recognized in the top 3% of talent on Upwork for consistent excellence. 15% Escalation Reduction: Designed custom Intercom-to-ClickUp workflows that solve bugs at the source. 30k+ Users Managed: Scaled technical support operations across global B2B and B2C SaaS platforms. 7-Year Technical Tenure: Deep experience ranging from Senior Data Auditing to Product Support Management. 🚀 My Growth-First Approach CX Strategy & Audit: Identifying "silent growth killers" in your funnel to increase NPS and retention. Technical Implementation: Deep-tier debugging of REST APIs, Webhooks, and custom Python/JS environments. AI Operations: Architecting agentic workflows and training AI models using NotebookLM and custom datasets to streamline support. Process Improvement: Bridging the gap between C-Level goals and Engineering teams to ensure product feedback is actionable. 🛠 Technical Ecosystem CRMs & Ticketing: Intercom (Expert), Hubflo, HubSpot, Zendesk, Freshdesk, and Zoho. Automation & Data: Zapier, Python, SQL, JS, and PHP. Project Management: ClickUp, Jira, Monday, and Trello. All I can do is growth, nothing more. ;) Your customers’ success is my success. If you are ready to remove the friction and build a smoother path to your growth, let’s connect!

Every lead that goes unanswered, every customer inquiry that slips through the cracks, and every missed follow-up is a potential loss in revenue. I help SaaS companies, tech startups, and B2B organizations build support systems that improve customer experience, strengthen retention, and protect revenue opportunities. While many Customer Support Specialists focus solely on resolving tickets, I focus on the entire customer journey—from first contact and onboarding to long-term customer loyalty. My approach combines customer support, CRM management, and lead nurturing to help businesses create seamless customer experiences while ensuring no valuable lead or opportunity is overlooked. Using HubSpot, Zendesk, Intercom, and Freshdesk, I help businesses streamline customer communication, organize customer data, manage support workflows, and maintain efficient lead management processes. Through hands-on HubSpot CRM projects, I have organized lead pipelines, created contact management workflows, and implemented lead-tracking processes designed to ensure inquiries are assigned, followed up on promptly, and moved through the appropriate customer journey. Great customer support is not a cost center—it is a growth function. When customers receive timely support, prospects receive consistent follow-up, and customer data is managed effectively, businesses retain more customers, increase conversions, and grow sustainably. How I Can Help Your Business ✔ Customer Support & Ticket Management ✔ Email & Live Chat Support ✔ HubSpot CRM Management ✔ Zendesk & Intercom Administration ✔ Freshdesk Support Operations ✔ Lead Management & Lead Nurturing ✔ Customer Success, Retention & Onboarding Support ✔ CRM Data Management & Cleanup ✔ Contact Database Management ✔ Pipeline Management ✔ Knowledge Base Documentation ✔ Escalation Management ✔ Customer Experience (CX) Support What You Can Expect • Prompt, professional, and customer-focused communication • Accurate and well-organized CRM records • Consistent lead follow-up and pipeline management • Efficient handling of customer inquiries and support tickets • Reliable support processes that help your business scale • A customer-first approach that strengthens trust and loyalty I genuinely enjoy helping customers feel heard, supported, and confident in the businesses they choose. Whether your leads come from your website, referrals, paid campaigns, or inbound inquiries, I ensure they are documented, organized, and guided through the right customer journey so nothing falls through the cracks. If you're looking for a Customer Support & CRM Specialist who can help you improve customer experience, maintain an organized CRM, and ensure no lead falls through the cracks, send me a message or invite me to your job. Let's discuss your CRM, support workflows, and customer journey, and identify opportunities to improve efficiency, retention, and long-term growth.

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

Need qualified candidates without spending hours searching LinkedIn, screening resumes, and chasing people who aren't actually interested? I help startups, agencies, and growing companies find, screen, and move qualified candidates through the hiring process quickly especially for technical, sales, aviation, creative, and operational roles. My approach is simple: find the right people, qualify them properly, keep the pipeline organized, and give you candidates worth interviewing. What I Can Help You Hire I have experience sourcing across global markets including North America, Europe, Canada, Australia, Africa, India, and the Philippines. Roles I've sourced include: • Management Roles - Head of Sales, Regional Directors/Managers, Country Managers • Software Developers — Frontend, Backend & Full-Stack • DevOps & Cloud Engineers • Data Engineers • Reconciliation Specialists • Technical Engineers & Tech Leads • Aircraft Maintenance Engineers — M1, M2, S & E • SDRs, BDRs & Account Executives • Business Development & Sales Professionals • Head of Product Marketing • IT Project Manager (USA) • AI Annotators • Video Editors & Creative Professionals • Photographers & Media Specialists • Other remote and operational roles What I Bring to Your Hiring Process I don't believe recruiting is about sending a pile of resumes and hoping one works. I focus on quality, speed, and communication throughout the pipeline. I can handle: • Candidate sourcing & talent research • LinkedIn & Boolean sourcing • Job board sourcing • Resume screening & shortlisting • Candidate pre-screening • Structured interviews • Candidate qualification • Interview scheduling & coordination • ATS & recruitment pipeline management • Candidate follow-up • Hiring manager updates • Recruitment workflow improvement Results That Matter • Sourced and shortlisted 50+ qualified candidates in one month • Recruited 400+ research participants within two weeks • Sourced 500+ marketing professionals across multiple international markets • Managed candidates from initial sourcing through screening and hiring recommendations • Built organized recruitment pipelines that helped reduce delays and candidate drop-off Tools I Work With LinkedIn | Boolean Search | Indeed | GitHub | Upwork | Zoho Recruit | BambooHR | BreezyHR | SAP SuccessFactors | Paycor Recruiting | Google Workspace | GoLogin | ATS & recruitment platforms Why Clients Work With Me You won't have to wonder where your candidates are in the process. I keep recruitment organized, communicate clearly, follow up consistently, and make sure every candidate presented has been properly evaluated against the role. Whether you're hiring one difficult-to-fill position or building a larger talent pipeline, I can take the sourcing and screening workload off your plate. If you need a proactive recruiter/headhunter who can source proactively, screen carefully, and keep your hiring pipeline organised and moving, please send me a message. Send a message today Let's find the people your company actually needs.

👤 I am a certified Intercom Expert. I specialize in building and managing AI-Powered Customer Support solutions using the Intercom platform. Over the last 3 years, I’ve developed and maintained more than 50 unique AI Chatbots alongside configuring Marketing Campaigns, Help Centers, Chat Widgets, and Intercom Workspaces across industries, including E-Commerce, Health and Wellness, SaaS, Education, and Finance. 🔁 I design conversational flows that feel natural and guide users to quick answers, all with the help of Intercom's state-of-the-art AI Engine, which utilizes a Knowledge Base that I design and optimize. I am skilled in integrating Intercom with the platforms and CRMs you already use. All to make sure your support agents don't have to switch between tabs all the time, but have everything they need in Intercom. 📈 AI Chatbots I develop have an average resolution rate of 60%. Meaning more than half of my clients' workload is taken care of without human intervention. Let your support agents prioritize the most critical requests and not worry about the repetitive inquiries. ⚙️ My expertise in API Development & Management allows me to build sophisticated automations for my clients that help their customers get personalized support, all from the convenience of the Chat Widget. My extensive Web Development knowledge will help with integrating Intercom into your websites/platforms, even without intervention from your developers. My Project Management skills will ensure that all of the tasks are recorded and done on time, with all of the end goals met.

Most support hires only clear your backlog but I clear your backlog, identify what's causing it, brief your product or engineering team, and build the documentation that stops those tickets from coming back and your support operation improves every week, not just gets maintained. I work with SaaS companies and B2B tech platforms that need someone who can step in immediately, handle complex technical issues without escalation chains, and deliver the kind of customer success experience that keeps users from churning in the first 90 days. What I bring that most support specialists don't: I understand SaaS products at a functional level. I can read error logs, reproduce bugs, write clear reproduction steps for engineering, and explain technical fixes to non-technical users in the same day, without back-and-forth. In past roles, I have managed 150+ tickets per week while maintaining a CSAT score above 95%. That cuts your resolution time and protects your retention. WHAT I HANDLE ⚡ Ticket & Email Support High-volume inbox management, real-time triage, and full end-to-end resolution across Zendesk, Freshdesk, Intercom, and Gorgias. No loose ends. SLA-aware from day one. 🔧 Technical Troubleshooting & Bug Reporting I diagnose platform issues, guide users through fixes, write structured bug reports for dev teams, and track patterns that reveal product gaps, reducing repeat contacts and backlog growth. 🚀 SaaS Onboarding & Customer Success I walk new users through your product with clarity, cutting time-to-value and reducing early churn before it shows up in your monthly metrics. A smooth onboarding is your first customer success win. 🔥 Escalation & Retention Handling Refund requests, frustrated enterprise customers, high-stakes conversations handled with a calm, solutions-first approach that protects the relationship and your revenue. 📚 Help Center & Knowledge Base I convert recurring issues into structured FAQs, help articles, and response templates building a self-serve layer that reduces inbound volume over time. Every case I close makes your documentation stronger. TOOLS Zendesk · Freshdesk · Intercom · Gorgias · HubSpot CRM · Jira · Confluence · Notion · Slack · Google Workspace · RingCentral WHY SAAS TEAMS WORK WITH ME → I resolve issues on first contact, reducing repeat tickets and protecting your CSAT score → I surface product patterns from support data and your product team gets actionable bug reports, not noise → I document everything and your knowledge base grows automatically as I work → I communicate in plain language across customers, engineers, and product managers → Available immediately for full-time, part-time, or short-term coverage If you're running a SaaS or B2B platform and need a customer support and customer success specialist who thinks beyond the ticket queue send me a message let's talk.