Customer Operations, Platform Administrator (AI, Intercom)

TL;DR

Customer Operations, Platform Administrator (AI, Intercom): Driving operational excellence and AI capability for customer teams through administration and optimization of the Intercom platform with an accent on comprehensive platform administration, workflow development, and troubleshooting. Focus on solution designing business requirements within platform features and limitations, ensuring creative and robust solutions.

Location: Hybrid (2-3 days in-office in Pune, India)

Company

hirify.global is a world-leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries with over 130 million reservations processed annually.

What you will do

• Serve as the primary administrator for Intercom, managing system configuration, user access controls, and overall platform health.
• Design, build, maintain, and troubleshoot automated customer-facing Intercom journeys based on business requirements.
• Maintain active communication with Intercom support and account management teams, tracking issues and updates.
• Evaluate project requirements and collaborate with vendors to identify robust solutions within platform constraints.
• Oversee user permissions, access controls, team configurations, and onboarding/offboarding processes for system security.
• Continuously assess platform usage to identify opportunities for workflow improvements, automation, and operational efficiencies.
• Create and maintain system documentation, standard operating procedures, and provide training support for platform users.

Requirements

• Extensive hands-on experience in a technology-focused Customer Operations role.
• Demonstrable hands-on experience with customer service platforms (Intercom, Zendesk, Freshdesk, or similar).
• Demonstrable ability managing multiple parallel workstreams.
• Self-motivated problem-solver with a proactive approach to building operational excellence.
• Proven stakeholder management and cross-functional collaboration abilities.

Nice to have

• Working knowledge of Salesforce CRM or similar enterprise platforms.
• Experience with AI-powered customer service tools and automation platforms.
• Familiarity with customer success and support metrics and KPIs.

Culture & Benefits

• Mental health and well-being initiatives.
• Generous parental (including secondary) leave policy.
• Flexibility to work in a Hybrid model (2-3 days in-office).
• Paid birthday, study, and volunteering leave every year.
• Sponsored social clubs, team events, and celebrations.
• Employee Resource Groups (ERG) to help you connect and get involved.
• Investment in your personal growth offering training for your advancement.