Customer Support & Help Center Lead (Intercom + Logistics)

Type: Part-time to start (20–30 hrs/week) with a clear path to full-time
Location: Remote (Philippines)
Compensation: Up to $800 USD/month (FTE equivalent, DOE); pro-rated for part-time

About Monoblocc
We build premium, modular monitor-rigging gear that helps creators and WFH pros declutter and level-up their desk setups. We’re a small, fast-growing e-commerce brand that values ownership, calm focus, and continuous improvement.

Role Overview
Own day-to-day customer support in Intercom (technical product advice + order/returns questions) while building out our Help Center so customers can self-serve. You’ll manage shipping/returns coordination with couriers/3PL, keep macros and article content sharp, and pilot Intercom’s AI features to make support faster and smarter. This role works directly with the CEO and can grow into leading the CS function.

What you’ll do
- Respond to customer chats/emails in Intercom with clear, empathetic, technically accurate answers about our PC/furniture accessories and setups.
- Manage shipments & returns: check tracking, coordinate with couriers/3PL, create RMAs, and close the loop with customers.
- Build and maintain our Help Center: draft, edit, and organize articles; keep content up-to-date; suggest related articles and improvements.
- Create and refine macros, tagging, and simple workflows; surface insights (top issues, FRT/backlog) in a weekly summary to the CEO.
- Explore Intercom AI (Fin): configure content sources, review answers, and recommend where AI should hand off to human support.
- Close feedback loops with marketing/ops: propose article ideas and minor product/packaging FAQ improvements.

Must-haves
- Excellent written English; a knack for communication and customer empathy.
- Curiosity for PC/furniture/e-commerce gear; comfortable giving practical setup advice.
- Hands-on experience with a helpdesk (Intercom strongly preferred) and knowledge bases/articles.
Intercom
- Basic spreadsheets (Google Sheets/Excel: lookups, pivots) and comfort learning new tools.
- Organized, proactive, and reliable; able to document processes and ship improvements.
- Schedule overlap with PH afternoons and at least 2–4 hrs overlap with US mornings (PST).

Nice-to-haves
- Shopify, 3PL portals, JD Logistics, or basic WMS experience.
- Light automation skills (Make/Zapier/n8n) and comfort working with AI tools.
- Returns/RMA flows and courier coordination.

Growth & Benefits
- Long-term role in a brand that’s scaling; direct access to the founder.
- Chance to lead Customer Support as the team grows.
- Training and experimentation budget around Intercom + AI best practices.
Intercom

How to apply

Email/Apply with subject: “I read the brief – Intercom Lead”

Include:
1) paragraph intro + CV/portfolio
2) short tasks (put both in your message)