Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer‑service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transforms their customer experiences for the better.
Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for the more complex or high‑touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.
What will I be doing?
Lead a major part of our AI product surface.
You'll own an important area of Intercom's AI platform or AI agent and be accountable for its vision, strategy, and impact.
Deeply understand customers, the business, and the technology to make high‑quality decisions and build a compelling roadmap.
Work side‑by‑side with a world‑class AI team to explore new ideas, assess feasibility, evaluate trade‑offs, and turn advanced AI capabilities into high‑value product experiences.
Ship ambitious, high‑quality AI product, taking concepts from early exploration through to production launches, running fast experiments, defining success metrics, evaluating performance, and iterating until the experiences are both effective and delightful.
Collaborate across the company, working closely with core product org and partnering with GTM, marketing, support, and operations to drive adoption and customer impact.
Lead through clarity, ownership, and momentum, bringing teams together, communicating decisions clearly, creating alignment, and consistently pushing toward impactful outcomes.
What skills do I need?
Strong AI and technical fluency: built or worked deeply with AI/ML products, ideally including generative AI, and can discuss model behaviour, evaluation, prompts, architectures, constraints, and trade‑offs with technical partners.
Excellent product judgment: balance customer needs, business goals, and technical realities, push for ambitious ideas when appropriate, and iterate quickly.
Sharp problem framing and customer insight: independently understand and articulate complex problems using research, data, and direct customer conversations.
Ability to build world‑class product: collaborate with engineering and design to ship high‑quality software, test, measure, and iterate on AI systems and user‑facing AI features, and care deeply about safety, reliability, and customer value.
Strong communication and leadership: influence widely, bring structure to ambiguity, create momentum, and keep partners aligned and engaged.
Why you'll love it here
You'll work with an experienced AI team that has been shipping AI long before it was mainstream.
You'll have real autonomy, impact, and responsibility.
You'll help build the next generation of customer service through the power of AI.
You'll help shape the future of AI PM craft at Intercom.
Benefits
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
Pension scheme & match up to 4%.
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
Flexible paid time off policy.
Paid maternity leave, and 6 weeks paternity leave for fathers.
Cycle‑to‑Work Scheme with secure bike storage.
Mac Books are our standard; we also offer Windows for certain roles when needed.
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 three days per week.
We have a radically open and accepting culture.
We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone.
Our policy is not to advocate on behalf of the company or employees on any social or political topics in internal or external communications.
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, colour, 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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