Part Time Intercom Knowledge Base Manager for SAAS Tool

Who We’re Looking For

We're looking for an Intercom pro to be our one-person knowledge base and support team. You'll handle 10-50 customer chats daily (with the help of Fin) while updating and writing helpful articles. Intercom experience is a must. As the sole person running our support operations, you'll work directly with our founders while having the freedom to shape our knowledge base your way.

Hours

• This is a steady, part-time role at 10 hours per week, all year-round
• This will always be part time, so if you're looking for full-time work, this may not be the best fit.
• 3 hours on Monday, 2 hours from Tuesday - Thursday, and 1 hour on Friday
• This could be a great fit if you need a consistent side gig or if you’re simply in need of a reliable part-time role.

Day in the life:

Each day, you'll monitor 10-50 customer chats through Intercom. While Fin AI handles initial responses, you'll step in when deeper product knowledge and human insight are needed, ensuring thoughtful, human replies within one business day when necessary.

A key part of your role is improving Fin AI’s accuracy by refining Intercom help articles, suggesting new ones, and ensuring content is clear, accurate, and structured for both customers and Fin.

What success looks like:

Success means improving Fin’s accuracy and reducing the number of chats requiring human intervention. As Fin improves, your focus will shift to continuously updating and refining the Intercom knowledge base to keep it accurate and effective.

Responsibilities

Intercom Knowledge Base Management

• Maintain and update Intercom help articles for accuracy and clarity.
• Optimize articles for Fin AI readability
• Improve automated support and reduce manual support
• Write new articles when we launch new features
• Verify Fin AI’s answers against the product to ensure accuracy.

Customer Support (Live Chat)

• Answer customer chats with empathy and expertise within 1 business day.
• Track frequently asked customer questions and proactively update the knowledge base to address them.
• Log customer issues and communicate them to the team.
• Be an empathetic and authoritative voice to customers

Account Management and Billing

• File tickets for account cancellations, refunds, and other requests.
• Provide pricing quotes

Required Background

• 1-2 years of experience using Intercom and Fin
• Understanding of structuring content for Fin AI readability, ensuring automated responses are just as helpful as human ones.
• Experience working in a tech or SaaS environment
• Experience managing knowledge bases or help centers, writing clear, useful, and customer-focused content.
• Strong writing and communication skills, with a talent for creating easy-to-follow, empathetic instructional content.
• Bonus if you have experience with qualitative data analysis tools, whether through a methodology course, dissertation, or similar experience.

About Us

We help researchers focus on insights—not clunky software. Our intuitive qualitative analysis tools support PhD students, educators, administrators, and government researchers in turning complex data into meaningful discoveries.

We're a small team that's 100% customer-funded. We keep the meetings to about one a week, and otherwise work asynchronously. You'll collaborate directly with our founders and have real ownership over what you build. If you love the idea of making an impact, taking creative initiative, and working with a team that trusts you to do your thing—you’ll fit right in!