Company

We’re excited to be supporting a fast‑growing, mission‑led organisation in the education technology sector. They provide innovative, tech‑enabled learning solutions to a diverse user base, combining modern platforms with a people‑first approach. With rapid growth and an expanding product offering, they’re looking to strengthen their Support Services team with experienced, customer‑focused professionals who thrive in dynamic environments.

Role

As an AI Intercom Automation Specialist, you’ll improve and scale the customer support function by optimising Intercom workflows and enhancing their AI assistant (Fin AI). You’ll build no‑code/low‑code automations, streamline ticket routing, and increase the volume of issues resolved without human intervention. You’ll also create dashboards, escalations, and integrations with Slack and Salesforce to improve visibility across teams and ensure a faster, smarter support experience.

Skillset required

• Intercom / Support Platforms: Hands‑on experience configuring Intercom (or similar tools such as Zendesk), including workflows, routing, and automation.
• AI / Automation: Ability to build no‑code/low‑code automations; experience writing or refining AI prompts/training data (Fin AI or similar tools is a strong advantage).
• Technical aptitude: Comfortable navigating multiple systems (e.g., Intercom → Slack → Salesforce), analysing data, and troubleshooting issues.
• Process & optimisation mindset: Able to design scalable support processes, streamline ticket handling, and improve efficiency.

Rewards

This is a fantastic opportunity to join a growing team during a pivotal period. You’ll play a key role in improving outstanding support to a diverse user base while helping shape internal processes. The contract runs until around the new year, with the possibility of extension or a temp‑to‑perm conversion for the right candidate.

Application

If the above E‑learning job is of interest and you want to know more, get in touch or apply using the form below. Drop me an email at charlie.tolley@instinct.co.uk.

Seniority level

Not Applicable

Employment type

Contract

Job function

Analyst

Industries

IT System Training and Support