Customer Support Manager – Casino | Intercom & Live Chat, 40 hours/week, EST (RS - 05252026 - FTFTCSMCI )

At RippedBoxStation · Manila, Metro Manila, Philippines

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Open to the Philippines

“Manila, Metro Manila, Philippines”

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From RippedBoxStation’s job post, as they wrote it.

Position: Intercom Manager

Number of hours: 40 hours/week

Schedule: EST

Tasks required:

* Set up and manage Intercom from the ground up, including inbox structure, workflows, routing rules, automations, and customer support processes.

* Configure and optimize AI agents, chatbots, and automation tools to improve response quality, efficiency, and customer experience.

* Create and maintain support scripts, macros, templates, knowledge base articles, and standard operating procedures.

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* Build automated customer journeys, ticket routing flows, escalation processes, and self-service support solutions.

* Integrate Intercom with tools such as Notion and other business platforms to streamline operations and data flow.

* Monitor support performance, AI effectiveness, customer satisfaction, and operational metrics, implementing improvements where needed.

* Develop reporting dashboards and establish quality assurance standards to ensure consistent service delivery.

* Lead the growth of the customer support function by recruiting, onboarding, training, and mentoring future support team members.

* Collaborate with cross-functional teams to improve support processes, recommend new tools, and drive continuous operational improvements.

Requirements:

* Proven experience implementing and managing Intercom in a leadership or senior-level capacity.

* Strong expertise in Intercom automations, AI agents, workflows, macros, inbox management, and reporting.

* Experience integrating Intercom with third-party platforms such as Notion, CRM systems, and other SaaS tools.

* Strong leadership, project management, and team development skills.

* Ability to build scalable customer support processes from scratch.

* Experience with AI-powered customer support solutions and knowledge base management is highly preferred.

* Direct iGaming experience is a plus; leadership and advanced Intercom expertise are the primary priorities.

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