Hire the Best Intercom Specialists
in the United States

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.

I am a customer support professional with 10 years of experience resolving complex issues, de-escalating high-stress interactions, and protecting brand reputation across global support environments. I specialize in turning frustrated customers into loyal clients through calm communication, rapid problem-solving, and professionalism across phone, chat, and email support. I’ve supported high-volume domestic and international platforms, financial services clients, and product-based businesses where accuracy, compliance, and tone matter. I work closely with internal teams supporting companies that deliver physical goods to track orders, resolve delivery issues, and keep customers informed throughout production and shipping. With experience in escalations, refunds, and handling sensitive customer situations, I’m trusted to navigate difficult interactions, represent companies professionally, and achieve positive outcomes that strengthen customer relationships. Earlier in my career, I also supported VIP and high-profile clients during live events and public-facing environments, reinforcing discretion, professionalism, and strong brand representation under pressure. If you need a support specialist who can step in, stabilize customer interactions, and represent your company with professionalism and empathy, I’m ready to help. AREAS OF CUSTOMER SUPPORT EXPERTISE •Escalation Management and Conflict Resolution •Customer Retention and Brand Protection •Refund and Chargeback Handling •Compliance-Sensitive Account Support •VIP and High-Profile Client Interaction •High-Volume Global Support Environments SUPPORT SKILLS •Email, Chat, and Phone Support •Zendesk and CRM Systems •Order Tracking and Production Status Communication •Shipping and Logistics Coordination •Cross-Department Collaboration •Complaint Resolution and Service Recovery CORE COMPETENCIES •Excellent written and verbal communication skills •Superior ability to de-escalate frustrated or upset customers •Calm and professional communication under pressure •Superior computer and technical troubleshooting skills •Strong emotional intelligence and client awareness •Process awareness and workflow improvement •Detail-oriented case management and follow-through •Consistent brand representation TECHNICAL PROFICIENCY •Excellent proficiency in Microsoft Office (Word, Excel, Outlook) •Zendesk and CRM Platforms •Slack and Microsoft Teams •Zoom and Virtual Communication Platforms •Strong ability to diagnose and resolve common technical and system issues ADDITIONAL QUALIFICATIONS •Trusted with escalated and high-sensitivity customer situations •Experience supporting FinTech and international clients •Experience supporting companies providing physical goods •Proven success working with VIP and high-visibility clients •Open to long-term and full-time engagements

I have been a freelance writer and secondary research specialist for over 15 years. I have written on many different topics, both for SEO and non-SEO purposes. My research work includes finding contact information, triangulating market size and growth, identifying obscure data points, and more. I have a bachelor's degree in English and a master's degree in Education, both of which ensure your articles and research are error-free and high-quality. Some of the topics I have written on include: home security, Obamacare, healthcare, moving, limousines, home improvement, financial topics (401k, IRA, Roth, investments, Forex, etc,), education, software, surveys, online quizzes, home decor, tutoring, automobiles, sports, and more. In the past year, I have obtained the skills required to be a AI automation developer and workflow architect. I specialize in creating n8n AI workflows to automate repetitive tasks and complicated processes. This is where my passion currently lies and I would love to build an automation for you! I am currently seeking new clients for long-term or short-term projects. Deadlines are important to me because if you succeed, I succeed, so every milestone you set will be met, usually with time to spare. In addition, for writing, I provide free revisions until you are satisfied with the content. We are partners and I take my side of the partnership very seriously. Although I have set a minimum hourly wage at $25 per hour, this is negotiable. I usually do not work on a per-hour basis for writing, preferring instead to work on a per-project basis. AI projects are usually scoped to a per-project fee, but I am open to other arrangements.

In the on going pursuit of higher standards, I am ready to contribute to a team that delivers on the promise of a product making a direct and tangible impact on people's lives. I am very detailed, project oriented and have experience bringing a project from idea to reality. I am a developer and Ai engineer. I can also provide top level B2B or customer level support via phones, email and chat. Streamlining processes and making them more efficient is what I do. I want to make your job obsolete by automation.

Hello there! My name is Taylor and it is wonderful to meet you. I have current and prior startup experience as a Director of Customer Success, Head of Customer Support, Account Manager and Customer Service Lead. I have over 7 years of supervisor/manager admin experience, two years of record-keeping, a year and a 1/2 of local government work, auditor, cataloger, and designer of sign templates. I have worked with WordPress and experience with all things Adobe Creative Suite. I've worked with all of your necessary fulfillment and customer systems such as: ZenDesk, Front, Shopify, Slack, Intercom, Salesforce, Google Suites, Stitchlab, Shipwire, Shipstation, etc. I welcome the challenge of problem-solving. I am proficient when I have a computer in front of me, and never turn down the opportunity to advance my knowledge. I enjoy the process of deconstructing both social and technical mechanisms and finding new ways to put them back together again. I have over 10 years of volunteer experience with different skill traits. I have done everything from help Foster children get proper school supplies to walking local shelter dogs to canvassing door to door for a cause to helping any of those who need it the most. I believe that compassion and respect is what shapes the world around us and I would be grateful to share all of this and more with you and your company!

SERVICES I PROVIDE: CUSTOMER SUPPORT MANAGEMENT I provide end-to-end customer support services across email, chat, phone, and ticketing platforms. I help businesses maintain high service standards, improve response times, manage escalations, and create positive customer experiences that drive retention and loyalty. Services include: * Customer inquiry management * Email and chat support * Phone support * Escalation handling * Complaint resolution * Customer retention support * Billing and subscription support * Account management support * Refund and replacement processing * SLA monitoring and adherence CUSTOMER EXPERIENCE (CX) OPERATIONS I help businesses move beyond reactive support by identifying customer pain points, uncovering recurring issues, and improving the overall customer journey. Services include: * Customer journey analysis * Voice of Customer (VoC) analysis * Customer feedback review and reporting * Customer experience audits * Customer pain point identification * Cross-functional collaboration between support, operations, product, and marketing teams * Customer retention improvement initiatives * Support process optimization E-COMMERCE CUSTOMER SUPPORT I support online stores by managing customer interactions and operational workflows that directly impact customer satisfaction and revenue. Services include: * Shopify customer support * Order management * Order tracking and delivery support * Returns and exchanges * Refund processing * Subscription management * Product inquiries * Discount and promotion support * Fulfillment issue resolution * Vendor and customer communication TECHNICAL CUSTOMER SUPPORT I investigate and resolve complex customer issues by analyzing customer behavior, reviewing system data, and coordinating with internal teams to identify root causes. Services include: * Tier 1 and Tier 2 support * Technical troubleshooting * Account access issues * Login and authentication support * Subscription and billing troubleshooting * Platform navigation assistance * Product issue triage * Root cause investigation * Escalation documentation * Cross-platform issue analysis SUPPORT OPERATIONS & PROCESS IMPROVEMENT I help businesses create scalable support systems that improve efficiency, reduce support volume, and increase consistency across teams. Services include: * Support workflow design * SOP creation and documentation * Knowledge base development * Help center optimization * Ticket routing workflows * Escalation frameworks * Internal process audits * Support quality improvement initiatives * Agent onboarding documentation * Operational reporting AI & SELF-SERVICE OPTIMIZATION I help businesses leverage AI and automation to improve customer support while maintaining a positive customer experience. Services include: * Chatbot training and optimization * AI support workflow development * Knowledge base preparation for AI systems * SOP integration into AI tools * Self-service portal development * Deflection strategy development * Human handoff workflow design * FAQ creation and optimization CUSTOMER INSIGHTS & REPORTING I transform customer conversations and support data into meaningful business insights that support better decision-making. Services include: * Customer trend analysis * Support volume analysis * Customer behavior analysis * Recurring issue identification * Customer sentiment reporting * Escalation trend reporting * Process improvement recommendations * Customer feedback summaries * Operational performance reporting CRM & SUPPORT PLATFORM ADMINISTRATION I help businesses organize and optimize their support systems to improve team productivity and customer satisfaction. Services include: * Zendesk administration * Intercom support management * Gorgias support management * Salesforce support workflows * Ticket tagging strategy * Macro creation * Automation setup * View and queue management * Support workflow configuration * Agent productivity optimization VIRTUAL OPERATIONS SUPPORT I provide operational and administrative support that helps teams stay organized, informed, and efficient. Services include: * Calendar and meeting coordination * Team communication support * Inbox management * Documentation management * Project coordination * Task tracking * Vendor communication * Internal reporting * Data entry and system updates * Administrative support SPECIALIZED INDUSTRIES I have experience supporting customers and operations in: * E-commerce * Digital Health * SaaS Platforms * Subscription Businesses * Marketplaces * Consumer Products * Technical Support Environments * Customer Experience Teams