How can I help you?
Assess: Intercom Strategy Session
£250 to fix your Intercom setup in one focused hour. Click Book Now to secure your session.
Your Intercom setup should be working for your team - not creating extra effort, missed opportunities, and support chaos.
Too often, Fin is confused, workflows are clunky, and nobody’s quite sure what’s helping vs hurting.
This 60-minute strategy session is your chance to step back, assess what’s working (and what’s not), and walk away with a clear, actionable plan to improve your support stack.
I bring 15+ years of experience leading and advising CX teams, with deep hands-on knowledge of Intercom, Fin, and automation. My approach combines strategic clarity with structured experimentation - so you can stop guessing and start improving.
You’ll walk away with:
A personalised audit of your current Intercom setup
Quick wins + high-impact opportunities to explore
A written summary with key action steps
Recording of the session for your team or future reference
This session is ideal for you if:
You’re using Intercom, but things feel messy or underpowered
You want sharper automation, better routing, or clearer reporting
You’re preparing for growth and want your support to scale with it
You don’t want another generic “health check” - you want practical, expert input you can act on now
This might not be for you if:
You’re brand new to Intercom and still figuring out the basics
You’re looking for ongoing hands-on work (book a time for us to speak about that)
You’re not ready to invest in improving your support experience just yet
What happens after you book your planning call?:
You'll get the usual confirmation email from Calendly
I'll add you to my daily email list (so you get even more ideas from me - for free)
I’ll review your context and prepare ahead of our session
During our conversation, you can ask any questions you like - and I'll try my best to answer and give you the support and direction you need
You’ll receive your summary, recording, and next-step recommendations
You’ll move forward with confidence in improving your customer support on Intercom
Ready to fix the friction in your support setup? Book your session now.
My coaching client Sophie Pinto-Raetz (Customer Experience Lead) said:
Conor is an important mentor whose expertise fills a crucial gap I felt is missing in the New Zealand market. As a thought-partner, Conor has an exceptional ability to take complex, amorphous ideas and help distil them into something crystal clear. He has this incredible knack for reading between the lines, often summarising my thoughts and challenges better than I could express myself.
Beyond his sharp intellect, Conor brings a warmth and sense of humour that makes working with him such a pleasure. He genuinely listens, creating a space where you feel heard and understood. His high intellectual horsepower means he can quickly synthesise vast amounts of information (whether that's technical, systems or organisational) and grasp the key challenges you're facing. From there, not only does he help identify key pain points but also effectively leverages his wealth of expertise to help develop tangible, actionable solutions. He takes the big picture and breaks it down, guiding you from that that ever-important first step through to completion. His approach has been instrumental in transforming ideas into real progress.
In short, Conor is not only a brilliant mentor but also an insightful, kind, and funny person who elevates anyone he works with.
Ken Koontz (Managing Member & Senior Designer at Game Architect Studio) shared the following about working with me:
What sets Conor apart is his incredible ability to teach by example. He definitely has a wealth of knowledge on communications and customer support, that is obvious when just meeting him. But it was the way I witnessed the advice he gave being utilized in his own actions that motivated me to get out of my own way. From the little flourishes in his correspondence to the composing of a measured and empathic response in conflict resolution, everything we planned in my coaching goals was exemplified by Conor over the tenure of our coach/client relationship and thereafter.
I'd highly recommend Conor for coaching, training and mentorship. I know my colleagues definitely appreciate our work together.
I asked Maddy Lewis (Senior Customer Operations Manager at Expensify) if she could share some thoughts on working with me:
Conor’s wealth of experience and empathetic approach to mentoring have elevated my professional prowess and eased the challenges of navigating parenthood while maintaining a thriving career. His mentorship extends beyond the confines of the office, as he generously shares insights on achieving a harmonious work-life balance, crucial for any working parent. His sage advice and genuine encouragement have empowered me to embrace parenthood without sacrificing my professional ambitions.
Conor's impact resonates deeply, igniting a transformative journey of growth and fulfilment in my career and personal life.
Sasha Kluger (Senior Customer Success Manager at Expensify) said:
Conor has been a mentor and friend for a number of years now. What sets Conor apart is his emotional intelligence, empathy, and ability to build trust with both clients and colleagues. As a mentor, Conor helped me define my career goals and develop a plan to achieve those goals.
More generally, Conor is skilled and experienced in all aspects of customer success, from directly managing customers to building out our CS team. I would strongly recommend Conor as a resource to anyone looking for help building out their customer success program or advancing their career.
And here’s what Sofie de Vreese (Sales and Partnerships at Expensify) said:
During the peak of the Covid pandemic, Conor took on the role of my formal mentor, offering guidance and support when it was needed most. His experience, calm demeanor, and great sense of humour were invaluable during those uncertain times.
One of Conor's most notable traits is his unwavering dedication to customer satisfaction and retention. His commitment to delivering excellence in every interaction is commendable and sets a gold standard for customer service. Conor's genuine care and attention to our customers' needs have undoubtedly contributed to our team's success.
But what really sets Conor apart is just what a genuinely great person he is. Kind, empathetic, and always willing to lend a hand, he's made a positive impact not only on our team but on me personally. He's truly set an example.
Let’s hear from Gabi Horowitz (former Head of Marketing at Expensify):
Conor and I worked together for 8 years at Expensify, and over that time, he was always someone I could turn to for help on any problem: navigating challenging interpersonal dynamics, figuring out how to balance competing priorities, and persevering on difficult projects. He was a thoughtful and empathetic mentor to me and many others, and would always go the extra mile to help out a mentee or a teammate.
One of my favorite things about Conor is his level-headedness: he doesn’t get flustered or overwhelmed or stuck, he stays calm in the face of chaos, and he takes a measured approach to problem-solving. He was a rockstar at customer retention projects, led our CX team through some difficult reorgs, and was always a reliable leader, teammate, mentor, and friend.
Ok, just one more: Jason Li (Head of Onboarding, APAC, at Expensify):
During our time together at Expensify, I was lucky to have had Conor as a mentor. During a transitional period in my life, Conor was instrumental in supporting me as I built my confidence as a new parent and started a new generalist role. Through a deep understanding and respect towards my my personal situation, Conor was able to guide me in creating a set of achievable goals to aid in my transition back into a suitable work-life balance.
I was able to draw from Conor’s years of experience as an Account Manager to better understand how to support companies with varying needs, as well as how to set realistic expectations for customers with incompatible time zones. Conor’s advice also gave me the confidence to take a more considered approach in understanding the nuances of customer questions, which has helped further develop my critical thinking skills so I can make suitable recommendations and best support my customers.
I’d highly recommend Conor as both an incredible source of knowledge around customer support and as a supportive mentor who specialises in understanding the importance of work-life balance.