Intercom Expert: Platform Optimisation & Governance

Thebes IT Solutions Ltd; Greater London; On-site; GBP 86,000 - 117,000; Part time

Job summary

Thebes Group is seeking an experienced Intercom Subject Matter Expert to support a global organisation in optimising its customer support platform and establishing effective, sustainable ways of working. With approximately 2,000 users across multiple companies, the role requires a hands-on specialist who understands how Intercom is structured and how to configure it correctly from the outset.

You will act as the in-house Intercom authority, guiding teams on platform capabilities, advising on

Qualifications

• Experience configuring and administering Intercom in complex environments.
• Optimising Fin AI Agent performance and response accuracy.
• Knowledge of REST APIs, JSON payloads, and integration troubleshooting.
• Understanding Retrieval-Augmented Generation (RAG) and knowledge bases.
• Ability translating business requirements into Intercom configurations.
• Ability to challenge complexity and recommend platform-aligned solutions.
• Strong communication and practical, hands-on problem solving.

Responsibilities

• Act as in-house Intercom authority for a global organisation.
• Guide teams on platform capabilities and best practices.
• Optimize workflows, routing, and automation effectiveness.
• Maintain data integrity and enforce governance standards.
• Coach colleagues on Intercom usage and knowledge transfer.

Skills

Intercom configuration

Fin AI tuning

REST APIs

RAG knowledge base

Requirements translation

Platform governance

Problem solving

Tools

Intercom

Job description

Thebes Group is seeking an experienced Intercom Subject Matter Expert to support a global organisation in optimising its customer support platform and establishing effective, sustainable ways of working. With approximately 2,000 users across multiple companies, the role requires a hands-on specialist who understands how Intercom is structured and how to configure it correctly from the outset.

You will act as the in-house Intercom authority, guiding teams on platform capabilities, advising on