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Intercom Knowledge-Base Architect
Project Snapshot: We need an Intercom pro—yesterday. Your mission: turn our scattered Google Drive docs, SOPs, and FAQs into a clean, searchable knowledge base inside Intercom that serves two audiences: 1) Internal Team – lightning-fast answers and document links while supporting clients. 2) External Visitors – self-service help through the Intercom chatbot before a human steps in. You’ll own the full build: auditing content, designing the structure, setting up Intercom (including the chatbot/article surfacing), and embedding it on our website. You’ll also decide what stays private vs. public so sensitive info never leaks. What You’ll Do: • Audit & Map Content • Review our Google Drive folders, SOPs, and reference docs. • Group, tag, and de-duplicate anything worth keeping. • Design the Information Architecture • Create a logical hierarchy for both internal and external collections. • Draft article outlines/titles so we can sign off quickly. • Build the Knowledge Bases in Intercom • Create & format articles (copy/paste, light editing, screenshots/GIFs as needed). • Set permissions/visibility for internal-only vs. public content. • Configure search keywords, tags, and article robots rules. • Configure Intercom & Website Embed • Install Intercom on our site • Train the Fin AI agent / chatbot to surface the right articles first. • Set up categories, collections, and style to match our brand. • Run tests. • Fix broken links, typos, permission gaps. • Record Loom walkthroughs for future admins. Deliverables: • Signed-off IA (site map) for internal + external KBs. • Fully built Intercom KB with articles populated & tagged. • Intercom widget live on site, surfacing public articles. • Short admin guide / Loom video. Ideal Skill Set: • Proven Intercom Articles/Fin AI setup. • Content architecture or technical writing background. • Strong eye for data security (knows what never goes public). • Nice-to-have: SaaS or payments/fintech experience, Budget & Timeline: • Fixed fee – propose a total project price and include a milestone breakdown (e.g., Audit/IA, Build, QA/Handoff). • We’re ready to start *immediately* and would love the knowledge base live within 2 weeks. Tell us if that’s realistic. To Apply: • Start your proposal with “Intercom Support” so we know you read the brief. • Link 1-2 Intercom KBs you’ve built. • Outline your approach, estimated timeline, and fixed-fee quote. • Note any questions we should answer upfront. • We’ll review applications on a rolling basis and aim to hire within a couple of days. Looking forward to meeting you!