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? 🤔

The role of IT at Intercom is to offer outstanding IT experience by providing efficient and productive support in our offices. As part of this, we directly support Audio & Video conferencing and events systems, including the associated processes, hardware, software and third-party tools.

The Production Manager is involved in all aspects of Audio-Visual at Intercom and manages a team of AV Techs that own our AV technical infrastructure and associated processes. The Production Manager is responsible for designing and running events across our offices, enabling the business to communicate and collaborate effectively.

What will I be doing? 🚀

You will drive our newly formed AV & Events team working within the IT team and with stakeholders like the Comms, Operations, Workplace and Executive Assistants teams to build and scale our audio-visual events infrastructure and train our frontrunners that will own end-user support and events. We are expecting impactful work from a highly skilled and motivated individual with a strong background in AV technology and a proven track record of designing and building internal tooling and processes.To achieve the above, you will:

• Develop and scale our audio-visual infrastructure to meet our growing needs.
• Create and implement internal tooling and processes to improve the end user experience.
• Collaborate with cross-functional teams to ensure the successful execution of AV projects.
• Maintain up-to-date knowledge of AV technology trends and advancements. 
• Train and enable our AV Techs to support end users and run AV events.

What skills do I need? 📖

• Ability to oversee the entire lifecycle of internal events like All Hands and Show & Tell
• Knowledge and experience in setting and maintaining high event production standards.
• Familiarity with AV infrastructure to enhance the event experience.
• Strong negotiation skills for managing contracts with external AV partners.
• Ability to balance internal stakeholder needs with AV infrastructure capabilities.
• Ability to work closely with AV tech teams, provide guidance and foster a collaborative environment.
• Strong communication skills and ability to report on event outcomes effectively.Experienced in configuration and optimization of QSC components for superior audio performance in complex environments.
• Experience in programming of Crestron control systems for sophisticated AV setups, ensuring seamless integration and user experience.
• Leadership in the design and implementation of innovative AV solutions, adapting to evolving technology trends.
• Experience directing and overseeing the operation of VMix for event productions, including live streaming, multi-source mixing, and complex video/audio feeds.
• Lastly, you must possess a wonderful passion for what you do, eager to learn and improve, and excited about technology and the future of the Internet and AV. With the ambition to be part of the best IT team in the industry.

Bonus Skills & attributes 🙌

• Relevant experience and certifications with AV technology and tools like QSC, Crestron, NDI, Google Meet, Logitech, Zoom, etc.
• Cloud-heavy hybrid infrastructure AV production experience
• Buildout experience

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
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Policies 

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.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

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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