Consultant (Intercom)

About the Position

We are seeking a motivated and client-focused Junior Software Consultant to join our Professional Services team at Faye. In this entry-level role, you will work directly with clients to implement and optimize Intercom’s CX suite of tools, helping businesses transform the way they engage with their customers. This is an exciting opportunity for a recent graduate or early-career professional to grow within a dynamic team, with full training and enablement on the Intercom platform provided. The role is fully remote, with availability required to cover US business hours.

Responsibilities

• Client Engagement & Project Management: Own hands-on configuration and delivery tasks while supporting client communication and project coordination. Manage project timelines and budget tracking, ensuring clients are consistently informed on progress and milestones.
• Ongoing Managed Services: Provide continuous post-implementation support and optimization services to clients, helping them get the most from their Intercom investment over time.
• Data Migrations: Assist in the planning, coordination, and execution of data migrations for clients transitioning to or within the Intercom platform, ensuring data integrity and minimal disruption.
• AI Agent (Fin) Implementation & Optimization: Configure, train, and optimize Intercom’s Fin AI Agent, including knowledge base alignment, intent handling, escalation paths, and performance tuning.
• Knowledge Base & Content Optimization: Audit and structure help center content to support AI-driven resolutions, ensuring accuracy, completeness, and alignment with customer intents.
• Cross-Functional Collaboration: Work closely with senior consultants, internal teams, and client stakeholders to deliver high-quality outcomes and a consistently excellent client experience.
• Intercom Suite Expertise: Develop working knowledge and hands-on proficiency across Intercom’s core products, including the CX Suite, Fin AI chat assistant, and third-party integrations with related software platforms.
• Jumpstart Implementations: Lead and support the initial implementation of the Intercom CX suite for new clients, including configuration, setup, and go-live support to ensure a smooth and successful onboarding experience.

Requirements

• Native or fluent English proficiency, both spoken and written.
• Bachelor’s degree in Technology, Business, Marketing, or a related field.
• Strong problem-solving skills with the ability to manage multiple projects and priorities simultaneously.
• Excellent communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels.
• Proficiency in MS Office and familiarity with CX or SaaS software platforms.
• Eagerness to learn and grow - full training and enablement on the Intercom suite will be provided.
• Self-motivated and comfortable working independently in a fully remote environment, with availability to cover US business hours.

Nice to Have

• Experience with customer support platforms, automation workflows, chatbot technology, and AI tools.

We Offer

• Opportunity for significant growth within the Faye Professional Services team.
• Work alongside experienced consultants and gain deep expertise in one of the leading CX platforms on the market.
• Build a career in a company that invests in its people.
• Full training and enablement on the Intercom suite.

About the Company

Faye is a leading provider of CRM, CX, and integrated software solutions, specializing in optimizing and integrating software into businesses to maximize ROI. We are technology experts, integration builders, strategists, and adoption managers dedicated to making the best software in the world even better.