Optimizing Customer Support System for Analytics @Subject

Built a lightweight Intercom tagging system and reporting dashboard that gave Subject’s success team clarity on what users needed—without adding overhead to the support team.

Snapshot Achievements 🎉

🪢 Developed 0 →1 ticket escalation and tagging systems

📊 Built a KPI-driven analytics dashboard that cut end-of-month reporting time by 50%

🛠️ Junior team members were able to escalate issues independently within their first 2 weeks

🏢 The Client

Subject is a Series A edtech startup offering for-credit high school courses. With a lean team of ~20 and an ambitious growth roadmap, they needed better visibility into customer pain points encountered by the customer support team.

🚧 The Challenge

Customer Success Managers had low visibility into what users (particularly students) were actually struggling with.

Support handled every inbound message in Intercom, but there were no analytics, tagging systems, or escalation protocols.

As a result:

  • Recurring issues were going unnoticed
  • Success was left guessing what problems to prioritize
  • Interns tagged inconsistently (if at all), with no shared framework

Everyone knew there were patterns buried in the inbox—but without structure, they stayed invisible.

🔧 What I did

🏷️ Support Tagging System

  • Audited 200+ support tickets to surface common themes
  • Created a set of 15+ consistent, easy-to-use Intercom tags (e.g., “Curriculum Error: Answer key,” “Sign-on Issue: SSO/Integration”)
  • Worked on the ground with the support team to ensure the tags fit into their daily workflow

📚 SOPs & Team Enablement

  • Documented support best practices and how to's in Notion
  • Developed internal reference directory for support team with critical information like who the CSM is and if there are any specific policies for that school
  • Built tagging into weekly support intern onboarding

📊 Reporting & Feedback Loops

  • Built custom dashboards in Intercom's native reporting, and prepared presentations for stakeholders.
  • Set up a weekly summary view for the success team to spot trends
  • Created a feedback loop between teams to flag inconsistent tagging and update tags as needed

*Recreated for confidentiality

*Recreated for confidentiality

✅ Results

Support Tagging

Tag usage rose from under 30% to over 85% within a week. Interns onboarded in under one day using the new tagging SOPs, and the consistent framework made escalations faster and more reliable across the team.

Reporting & Leadership Visibility

The new attribution through tagging allowed deeper analysis into who was reaching out and the types of recurring issues.

Intern Operational Clarity

Support interns adopted tagging from day one thanks to streamlined onboarding. How-To documentation on Notion reduced inconsistency and helped the team respond to issues faster and with more clarity.

Cross-Team Alignment

With structured tagging and auto-updating reports, recurring support issues were now visible to the success team without adding overhead. Weekly trends helped inform content, onboarding improvements, and outreach strategy.

🤝 Let’s Work Together

I'm looking for retainer-based freelance roles where I

🎨 Own and maintain creative or content ops systems

🧭 Build AI-enhanced documentation, training, and operational structure

📚 Embed with creative studios or startup teams (even part-time)

🧩 Act as a strategic operator, not just a task-taker

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