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? 🤔

Intercom is the next generation customer service platform, built for an AI-first world. We are the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. The role we’re looking to fill is a career defining opportunity for someone passionate about product management and wants to lead a world-class team of engineers, designers, and researchers in our Automation Group. The successful candidate will join an exciting new team, solving for support leaders in Intercom’s all-in-one AI Support Platform. Alongside UX and engineering, you’ll be working to create an effortless AI-first user experience, helping leaders understand and optimise their support quality and performance. If turning complex problems into easy to use software is your strength, we want to hear from you. This is a highly ambitious and highly rewarding space for candidates looking to drive impact in emerging tech. 

What will I be doing? 🚀

• You’ll deliver product that reflects a uniquely Intercom perspective on how to achieve it
• 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 as a product manager, with a proven track record of shipping impactful product.
• Demonstrable experience of leading a team
• Experienced in working closely with design and engineering, as it’s essential you’re able to think deeply about product design decisions and have an understanding of how to create simple user interfaces.
• 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 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

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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