Who is Conor Pendergrast?

I help B2B SaaS companies make Intercom’s Fin AI Agent actually work.

I don’t mean “turned on”, or “technically working”.
I mean working in a way that reduces conversation volume, improves resolution, and takes pressure off your support teams.

Most companies I work with have already invested in Intercom, already tried Fin, and are stuck wondering why resolution hasn't moved. The answer is almost never a prompt problem. It's an organisational one.

Fin exposes gaps in product clarity, documentation discipline, and ownership across teams. Support feels the pain first, but rarely controls the root causes.

I don't sell "automation." I help teams build durable systems around Fin that survive growth, change, and people leaving.

What shaped this work

I spent close to 10 years at Expensify as a senior leader in customer support, running teams through rapid growth, product complexity, and constant change.

That's where I learned:

Systems beat firefighting. The teams that scaled well weren't the ones working harder. They were the ones who'd built explicit procedures, clear ownership, and maintainable documentation.

Complexity doesn't go away. You can't simplify a complex product by dumbing down the support experience. You have to translate complexity into systems.

Support can't fix organisational problems alone. When resolution stalls or escalations feel unpredictable, it's almost always a cross-functional issue masquerading as a support issue.

Before Expensify, I worked as a director of information and communication at a social care company in Ireland, and founded a social care tech company in the UK . Both taught me how organisations actually make decisions (or fail to), and how hard it is to build systems that last when everyone's moving fast.

Now I work exclusively with B2B SaaS companies using Intercom’s Fin AI Agent, because that's where these lessons matter most.

What I believe

If Fin isn't working, it's almost never a prompt problem. It's an organisational one.

The companies that succeed with Fin aren't the ones with masses of content or the cleverest prompts. They're the ones who've solved for:

• Well-designed, tested and implemented data and actions for Fin (so it knows your customers as well as your own team)

• Clear ownership across support, product, and engineering

• Documentation and release discipline

• Explicit procedures that survive people leaving

• Intentional, scalable operations instead of reactive firefighting

I care about outcomes, not hours. I care about reducing bus factor, not creating dependency on me.

My work is grounded in translation: product complexity into support systems, tribal knowledge into explicit procedures, "we should fix this" into "here's what we do next."

Beyond client work

I share my thinking through:

• My Daily Email List — a week-daily email with practical insights on making Intercom and Fin work at scale

• Support Stack — a video series where support leaders show real Intercom setups, real trade-offs and real decisions

• Podcast appearances — I've co-hosted the Support Breakfast Podcast for almost 60 episodes and regularly guest on other shows

You can find everything on LinkedIn, or just get in touch.

Outside of work

I live in the UK with my wife and two kids.

I'm an extremely mediocre triathlete and enjoy the occasional space opera book series.