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 be the Engineering leader for our Platform group which is critical to our support strategy and will be responsible for leading teams across our Messenger and Phone products as well as our App Ecosystem which includes working on cutting edge capabilities with our AI group.

This is an opportunity to lead an existing group to deliver a huge amount of impact for our customers and raise the bar for high performance in how we work.

You will have the opportunity to lead the definition and execution of key strategic initiatives across R&D and Intercom more broadly. We believe we do our best work when we work collaboratively across Product and Engineering and so you will be expected to partner closely with your peers in Product and Design.

 

What will I be doing? 🚀

• Leading a number of talented Engineering Managers in creating high performing teams delivering impact for our customers
• Coaching, mentoring and influencing some of the most exceptional engineers in the engineering world, to ensure that each individual team member and manager is set up for success
• Being accountable for on-time, high-quality roadmap execution
• Helping shape the strategy for your group and teams
• Creating, improving and driving operational excellence, quality, security and privacy initiatives across your teams and the entire engineering organisation
• Growing and scaling your existing teams. Know when and how to build new teams for new challenges
• Culture is what makes Intercom great, you will strive daily to reinforce and help evolve our amazing culture
• You will work with your team, and our people operations partners to maintain high performance, high morale, and career growth for all your team

 

What skills do I need? 📖

• You have a wealth of technical knowledge and expertise, and you have likely built top engineering teams to ship a world-class product
• Leadership and mentorship are hugely important and are skills that you utilise every single day. You love inspiring and coaching people to help them do the best work of their career
• You take ownership of all projects and challenges that come your way and make sure that they come to a solid conclusion
• You’re proactive in everything, you love to work towards clear goals, and are extremely organised as you do so
• You know how to drive for constant growth, and you aim to make progress every single day
• You have likely driven significant organisation level improvements to how teams work in previous environments
• You’re a lateral thinker, you don’t put your own interests ahead of the greater good, and you’ve applied this thinking across previous teams

 

Bonus skills & attributes 🤓

• You’re opinionated about the work that you do, and you stand up for something you believe in; you’re not agreeable just for the sake of it
• You’re humble and honest, you know your strengths, but also your weaknesses. Setting up your environment to optimise for this knowledge comes naturally to you

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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