Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. We live by our six company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, and Positive & Optimistic. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.

What's the opportunity? 🤔

• 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 scope these solutions to their smallest coherent state to ship to customers as early as you can
• 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; deliver world-class software in every release.
• 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 shipping impactful products.
• 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’ve conducted user research, a/b tests and have worked closely with design researchers and analysts.
• You’re entrepreneurial; you don’t need direction; you're self driven.
• You’re organised, not ad hoc.
• You’re able to easily switch between thinking creatively and analytically.

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

#LiHyrid

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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