Hi, I'm Conor. I help B2B SaaS teams turn Intercom into a trustworthy, AI-first support system that reduces workload, lifts accuracy, and keeps customers confident. Through CustomerSuccess.cx, I work with leaders who want Fin to be dependable — not something they have to babysit. I’ve been using Intercom since 2013 and have run support, success, and ops teams, so I focus on systems that work in production, not hype or guesswork.
What I’ve done so far
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Director of Information & Communication at a social care company, founder of a social care tech startup, Senior Leader in Customer Support at Expensify, mediocre triathlete.
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10+ years working with Intercom, focused on Fin, workflows, and AI-first support systems.
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Led Fin optimisation projects for B2B SaaS teams big and small, with clear lifts in resolution rate CX score and teammate reply time metrics.
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Known for fixing Fin’s failure points, designing safe Procedures, and building data connectors that improve accuracy.
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Host of Support Stack video series, breaking down real Intercom setups and Fin implementations.
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I write a daily email on practical, AI-powered support patterns used by growing SaaS teams.
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Active contributor here in the Intercom community, helping teams move from “Fin is unpredictable” to “Fin handles so much of our workload reliably.”
What I Specialise In
I specialise in improving Fin’s resolution rate, CX score, and your teammate support experience by tightening the three foundations: content, data, and actions.
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Content that Fin can trust — structured, audience-aware articles and content snippets that reduce ambiguity.
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Data Fin can use — clear attributes and documented data connectors that remove guesswork.
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Actions Fin can execute safely — well-designed Tasks with guardrails and escalation logic.
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Systems that keep improving — ongoing debugging, prioritisation, and iteration.
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A better teammate experience — fewer repetitive tasks, fewer manual lookups, more time for customer problems that need unique skills.
How I help:
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I work with a small number of clients at a time.
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I raise Fin’s resolution rate by improving the content, data, and actions it relies on.
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I fix Fin’s failure patterns: vague answers, incorrect logic jumps, missing context, and user confusion.
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I improve CX Score and Topic performance by finding high-leverage gaps in content and workflows.
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I diagnose volume drivers to fix product, UX, and messaging issues that create unnecessary conversations.
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I optimise workflows, routing, and audiences so automation behaves consistently.
If Fin isn’t performing the way you need, book a Fin Questions, Answered call with me. We’ll find the real blockers and get you moving in the right direction.