Support Operations Specialist

About Masterschool

Masterschool is a global network of career training schools. Our online programs, designed by industry experts, reflect the market’s ever changing needs and equip our students with the knowledge they actually need to succeed in today’s workforce. We don’t just teach new skills; we mentor, motivate, and empower our students throughout their entire career journey—from aspiring learners to accomplished tech professionals. With a focus on real-world training and an unwavering supportive network, Masterschool is where potential meets opportunity.

About the Role

We are seeking a proactive and detail-oriented individual to lead our Intercom workspace. In this role, you will be responsible for managing and optimizing our Intercom platform to provide exceptional support for students, leads, and partners across our programs. You will collaborate closely with multiple teams and stakeholders, ensuring that their needs are met through efficient workflows and a well-maintained help center. This position reports directly to the Head of Support.

Key Responsibilities

• Intercom Workspace Management: Lead the administration of our Intercom platform, ensuring smooth operations and the effective use of all its features.
• Workflow Creation & Optimization: Design and maintain support workflows to ensure prompt and effective responses to incoming queries. Build automations where possible to streamline processes across multiple teams.
• Help Center Management: Develop and maintain an updated and comprehensive help center, including writing and curating articles, FAQs, and guides to support self-service and improve response times.
• Ticket Creation & Management: Handle the creation and management of support tickets, ensuring timely follow-up and issue resolution across different departments.
• Feature Exploration & Implementation: Stay updated on new Intercom features and implement them to improve the effectiveness of our support operations, working with cross-functional teams to ensure platform usage is maximized.
• Stakeholder Collaboration: Work closely with different teams using Intercom, aligning workflows, addressing unique support needs, and providing training as necessary.

Why Join Us?

• A dynamic and supportive work environment where you can make a real difference in students' careers.
• Opportunities for professional growth and development in the field of Ed-Tech.
• A competitive compensation package, commensurate with your experience and qualifications.

Qualifications

• Strong experience with Intercom (or similar customer support platforms)
• Proven ability to create efficient support workflows and automation across multiple teams
• Excellent written communication skills, especially for help center content creation
• Analytical mindset with the ability to use data to improve processes
• Ability to collaborate with cross-functional teams and stakeholders
• Tech-savvy with a willingness to explore and adopt new platform features

If you are passionate about helping build a category-defining company in Education / Workforce Development, we encourage you to apply.