• Serve as a primary responder for customer inquiries via Intercom and email • Triage and resolve support requests across Tier 1–Tier 4 issues • Escalate technical issues to appropriate internal teams and track them through resolution • Communicate clearly with customers regarding next steps, timelines, and outcomes • Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage • Assist new users in understanding platform functionality and best practices • Answer follow-up questions related to setup, configuration, and feature usage • Create, edit, and maintain customer-facing support documentation in Intercom • Work with Product and Engineering teams to document new features prior to deployment • Update existing articles to reflect product changes and improvements • Follow internal documentation standards to ensure clarity, consistency, and accuracy • Assist with go-to-market activities for new feature launches by drafting support documentation • Support webinar training materials as needed • Host and support live customer training webinars • Assist with scheduling webinars in Zoom and maintaining registration links • Help update webinar landing pages and post webinar details internally • Assist with recurring internal reporting related to customer support performance • Help maintain accuracy of external-facing information used for customer communications • Support ad-hoc operational projects related to customer experience and education