Cloudstride is a boutique SaaS and AI consultancy focused on customer experience, support operations, collaboration, and AI-first business tools. We are an Intercom Certified Solutions Partner, OpenAI SMB Channel Partner, and Miro Solutions Partner.
We work with companies across EMEA to implement and optimise platforms such as Intercom, Fin AI Agent, ChatGPT Business, Miro, and other leading SaaS solutions. Our projects usually sit at the intersection of customer support, AI automation, internal workflows, knowledge management, and business systems integration.
Location: relocation to Montenegro is strongly preferred. Remote format may be discussed individually, depending on the candidate’s location, availability, and client project requirements.
We are looking for a Middle+/Senior Intercom / Fin Implementation Consultant to help us deliver implementation and optimisation projects for international clients using Intercom, Fin, and related CX tools.
This role is ideal for someone who understands customer support operations, enjoys structured implementation work, and can translate business needs into clean, practical system configuration.
About the Role
As an Intercom / Fin Implementation Consultant at Cloudstride, you will work directly with clients to plan, configure, test, and improve their Intercom workspaces.
Projects may include new Intercom implementations, migrations from tools such as Freshdesk, Zendesk, or in-house ticketing systems, Fin AI Agent rollout, help centre and knowledge base preparation, support workflow design, reporting setup, and integrations with tools such as Jira, Salesforce, Telegram, WhatsApp, custom APIs, MCPs, and internal systems.
You will work closely with the Cloudstride team, client stakeholders, and vendor partner teams to make sure projects are delivered clearly, pragmatically, and with measurable business impact.
What You’ll Do
✔ Run discovery sessions to understand the client’s current support setup, workflows, channels, and business goals
✔ Help design the target Intercom setup: inboxes, teams, assignment rules, tickets, SLAs, user data, attributes, workflows, automations, and reporting
✔ Configure Intercom workspaces based on the agreed project scope and implementation plan
✔ Support Fin AI Agent implementation, including content readiness, answer testing, handoff logic, Fin guidance, categorisation, and performance review
✔ Help prepare and structure knowledge base content so it can be used effectively by Fin
✔ Support migrations from existing support tools into Intercom
✔ Work on integrations with external systems, either directly or together with technical resources
✔ Test configurations, document decisions, identify issues, and propose practical fixes
✔ Prepare client-facing documentation, training materials, and implementation notes
✔ Join client calls, explain recommendations clearly, and help non-technical stakeholders understand trade-offs
✔ Stay up to date with Intercom, Fin, AI-first customer support, and CX automation best practices
What We’re Looking For
✅ 4+ years of experience in SaaS implementation, customer success, support operations, solutions consulting, RevOps, CX operations, or a similar role
✅ Experience participating in SaaS implementation, configuration, or optimisation projects for clients or internal business teams
✅ Good understanding of customer support workflows: inboxes, tickets, SLAs, routing, escalation, reporting, and knowledge bases
✅ Strong interest in AI-first customer support and practical automation
✅ Ability to work with structured implementation plans, project scopes, and client requirements
✅ Comfortable configuring SaaS tools and learning new platforms quickly
✅ Technical curiosity: APIs, webhooks, data connectors, CRM/helpdesk integrations, and basic troubleshooting should not feel intimidating
✅ Fluent written and spoken English
✅ Strong communication skills and ability to explain complex setups in simple business terms
✅ High ownership, attention to detail, and ability to work independently in a small team
Candidates with 2–3 years of experience may also be considered if they have strong hands-on experience with Intercom, Zendesk, Freshdesk, HubSpot Service Hub, AI automation, or complex SaaS configuration projects.
Nice to Have
➕ Hands-on experience with Intercom
➕ Experience implementing Fin AI Agent, Zendesk AI, Freshdesk, HubSpot Service Hub, Salesforce Service Cloud, or similar tools
➕ Experience with help centre content, support taxonomy, conversation categorisation, or AI answer quality testing
➕ Experience with Jira, Salesforce, HubSpot, monday.com, Zapier/Make, or custom API-based integrations
➕ Swedish or another Nordic language
Why Join Cloudstride?
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Work on real AI and customer support transformation projects, not generic SaaS admin tasks
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Build deep expertise in Intercom, Fin, and AI-first support operations
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Work directly with clients and have visible impact on how their support teams operate
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Work on international projects with clients across EMEA
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Join a small, experienced, international team with low bureaucracy and high ownership
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Opportunity to grow into a senior consultant, solutions architect, or project lead role
Location
Relocation to Montenegro is strongly preferred.
Remote format may be discussed individually, depending on the candidate’s location, availability, and client project requirements.
