Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

• You will drive the strategy and implementation for the New User Experience (NUX) of Intercom. This will involve going deep on the customer journey from signup to activation to create a fundamentally better experience for our new customers and deliver business results.  
• You’ll manage the roadmap: capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects
• You’ll deeply know the problems that you’re tackling through research and regular interaction with customers; define and frame those problems for the team
• You’ll collaborate with your team in thinking big, to imagining future solutions that solve these problems
• You’ll constantly evaluate if your solutions have solved the problem through quantitative and qualitative measures, both in beta’s and after full release.
• You’ll own and maintain the quality of the product areas your team are responsible for; improving the product experience for new customers 
• You’ll motivate a group of committed, smart people to do the best work of their careers

What skills do I need? 📖

• 5+ years experience in product, with a proven track record of delivering exceptional user experience 
• You’re passionate about User Experience & high quality design, and obsess about creating a great wholistic experience for customers
• Experience collaborating with multiple teams and juggling several projects at once
• You have a strong track record of effectively collaborating with design and are passionate about the end user experience
• Demonstrable experience of leading a team
• You can clearly communicate product decisions and the rationale behind them. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive. You are excellent at stakeholder management.
• You have deep experience working with both qualitative customer insights, and quantitative customer data to inform decisions. 
• You’re entrepreneurial; you don’t need direction; you're self driven.
• You’re able to easily switch between thinking creatively and analytically.
• You’re energized by navigating a lot of complexity 

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :) 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

#LiHybrid

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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