Platform Specialist

Intercom Platform Specialist

📍 London (Hybrid)

💰 £24.04 - £30.05 per hour (Inside IR35)

📅 Initial 3-4 month contract with potential extension

⏰ 37.5 hours per week

We're seeking an experienced Intercom Platform Specialist to help mature and optimise an established Intercom environment. This is a hands-on platform ownership role focused on governance, configuration, implementation and continuous improvement rather than customer support.

You'll act as the organisation's Intercom subject matter expert, reviewing the current setup, implementing best practices, enabling new use cases and ensuring the platform is managed in a scalable, controlled and cost-effective way.

Initially, the successful candidate will be required onsite full-time to gain a strong understanding of the organisation and existing processes. Following this onboarding period, hybrid working can be discussed, with a minimum expectation of 2 days per week onsite in London.

Key Responsibilities

• Review and assess the current Intercom configuration, identifying gaps, risks and improvement opportunities.
• Own platform governance, user access, permissions and administration.
• Configure, implement and optimise Intercom capabilities including:
• Messenger
• Help Center
• Fin AI
• Workflows and automation
• Audience segmentation and targeting
• Outbound communications
• In-product messaging
• Reporting and analytics
• Partner with stakeholders across Product, Engineering, Customer Support, Commercial and Technical Communications teams.
• Translate business requirements into scalable platform solutions.
• Develop governance frameworks, user guidance and best practice standards.
• Support licence administration, subscription management and cost optimisation.
• Deliver internal enablement, training and documentation.
• Drive reporting, insights and continuous platform improvement initiatives.

Essential Experience

• Strong hands-on experience implementing, configuring and managing Intercom.
• Expertise across Messenger, Help Center, Fin AI, automation, workflows, segmentation and reporting.
• Experience owning or governing a business-critical platform.
• Strong understanding of governance, access controls and permission structures.
• Ability to independently manage projects from discovery through implementation.
• Excellent communication and stakeholder management skills.
• Experience creating playbooks, governance documentation, training materials and user guidance.
• Strong analytical and problem-solving capabilities.

Desirable Experience

• Experience within SaaS, technology, healthcare, medtech or other regulated environments.
• Understanding of customer communication governance and approval processes.
• Knowledge of integrations, APIs and customer data segmentation.
• Experience with platforms such as Salesforce, Zendesk, Pendo, Gainsight, HubSpot or Salesforce Marketing Cloud.
• Experience supporting software licensing, renewals and vendor management.

What the Hiring Manager is Looking For

• Deep Intercom expertise.
• Someone who can quickly understand the current setup and define what needs to happen next.
• A self-starter who can manage their own workload and deliver independently.
• A strong communicator who can work effectively with a wide range of stakeholders across the business.

If you're an Intercom specialist looking for a contract opportunity where you can make a tangible impact on platform adoption, governance and optimisation, we'd love to hear from you.