Summary
Overview
Work History
Skills
Websites
Tools & Platforms
Timeline
Generic

Benjamin Melbourne

Raglan

Summary

CX-focused systems and operations specialist with 4 years at CryptoTaxCalculator, managing Intercom as a primary support platform. Highly self-driven and practically self-taught, with experience building skills in AI automation, workflow design, and systems integration. Experienced in analyzing support metrics, designing efficient workflows, and implementing scalable improvements across teams. Excels at turning customer data and operational insights into actionable strategies to improve both agent efficiency and the customer experience. Seeking a Product Manager CX role to continue leading impactful CX improvements through technical innovation and practical problem-solving.

Overview

6
6
years of professional experience

Work History

Senior Customer Support Specialist

CryptoTaxCalculator
01.2023 - Current
  • Primary administrator for Intercom CX platform, configuring workflows, triggers, macros, automations, and routing to optimize agent productivity and improve customer outcomes.
  • Designed and implemented AI chatbot escalation processes, reducing manual effort and improving first-response efficiency.
  • Built automated dispute resolution workflows integrating Intercom and Stripe, saving X hours of manual work per month.
  • Partnered with Product and Engineering teams to identify process gaps and implement platform-driven solutions for operational efficiency.
  • Developed and maintained internal documentation, SOPs, and knowledge base content to ensure consistent workflows and agent onboarding.
  • Analyzed support metrics and escalations to inform system improvements, training opportunities, and workflow enhancements.

Customer Support Specialist (L2/L1)

CryptoTaxCalculator
01.2020 - 01.2022
  • Managed complex escalated issues, providing timely and accurate solutions across billing, tax, and technical queries.
  • Served as a go-to escalation point and SME for support staff, providing guidance and mentoring.
  • Designed guides, macros, and knowledge base content to reduce resolution time and improve consistency.
  • Collaborated with Product and Engineering to test new features and ensure effective operational workflows.

Skills

  • CX Platform Administration & Optimization (Intercom)
  • Workflow Automation & AI Implementation (chatbot escalations, dispute resolution)
  • Systems Integration (Linear, Zapier, Stripe, Slack workflows)
  • Data Analysis & Reporting (CSAT, FRT, ticket trends, escalation patterns)
  • Knowledge Base & SOP Development
  • Cross-Team Collaboration (Product, Engineering, Operations)
  • Customer Experience Strategy & Continuous Improvement

Websites

Tools & Platforms

  • Intercom
  • Linear
  • Zapier
  • Stripe
  • Slack
  • Excel/Sheets
  • Datadog
  • Posthog

Timeline

Senior Customer Support Specialist

CryptoTaxCalculator
01.2023 - Current

Customer Support Specialist (L2/L1)

CryptoTaxCalculator
01.2020 - 01.2022

Similar Profiles

CREATE PROFILE
Benjamin Melbourne