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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? We’re looking for a strategic and execution-focused leader to oversee the delivery of Intercom’s Professional Services—ensuring our customers successfully adopt and scale our AI solutions. This is a high-impact role that bridges strategy, operations, and delivery across internal teams and external partners. You’ll help shape how customers experience the value of AI from day one and beyond, defining what a “great start” means in this new era. You’ll lead a talented team of Project Managers and Partner Services Managers, drive excellence in both internal and partner-led implementations, and champion a vision for seamless, outcomes-driven customer onboarding. This is a unique opportunity to influence how companies adopt AI at scale, while helping us evolve our services model to support growth, innovation, and customer satisfaction. What will I be doing? Lead Professional Services Delivery: Own the end-to-end quality of delivery for customer projects, whether led by internal teams or external partners. Manage and Develop Delivery Teams: Lead our Project Managers and Partner Services Managers—ensuring they’re aligned, empowered, and delivering results. Partner Across the Business: Collaborate closely with Sales and Customer Success to evangelize the value of Professional Services and identify strategic opportunities for engagement Drive Cross-Functional Collaboration: Work with subject matter experts and Product leaders to evolve our delivery offerings and maximize impact for customers. Define What Success Looks Like: Help shape how we define a successful start with Fin (our AI agent), guiding customers toward measurable value early in their journey. Own Key Metrics: Track and improve attach rate, time-to-value, team utilization, partner delivery quality, and customer satisfaction (NPS, CSAT). Scale Partner Delivery Excellence: Collaborate with our Partnerships team to grow partner capabilities and introduce scalable enablement programs rooted in Intercom’s methodology. Represent Professional Services: Act as a go-to resource for prospects and customers who want to understand how our services accelerate success. Drive Operational Rigor: Build and refine scalable processes for project planning, resource allocation, milestone tracking, and risk management. Contribute to Strategic Planning: Play a key role in shaping our services forecast, delivery model, and long-term strategy as part of the Professional Services leadership team. What skills do I need? 7+ years in professional services, consulting, or customer success—ideally in SaaS or an AI/ML environment. 2+ years of people management experience across delivery or project-based roles. Proven success leading hybrid delivery models (internal + partner/outsourced teams). Experience with AI/ML products, data-driven implementations, or complex enterprise software. Strong operational background with tools like Salesforce, PSA systems (e.g., Mavenlink, Kantata, Rocketlane), and project management platforms. A strategic mindset paired with a bias for action, customer empathy, and an ability to scale programs with precision and care. Experience training on SaaS products or specifically, experience with Intercom Experience with AI Agents and / or Large Language Models Past experience managing Customer Success, Support, Sales Engineering, Consulting Great examples of self started projects with measurable success Experience with RESTful API Integrations 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 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, 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 also offer Windows for certain roles when needed. 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. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Are you authorised to work in the country in which this role is located?(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select... Current Location * Select... NOTE for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code. Are you willing to relocate? * Select... Current or most recent company? * Have you previously worked for Intercom? * Select... LinkedIn Profile Website How did you hear about this job? What excites you most about this opportunity? Which Intercom value resonates most with you and why? (Our values can be found on our Careers Page) We work under a hybrid in-office model. Are you willing to work from our office location 2 days per week? * Select... Please email me about future job openings * Select... #J-18808-Ljbffr
What's the opportunity? We’re looking for Senior Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack. Our group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are an extremely product-focused team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated Engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test. We are very passionate about applying machine learning technology, and have productized everything from classic supervised models to cutting-edge unsupervised clustering algorithms to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy. If you are an experienced product engineer who takes an analytical approach to development and has some hands-on experience with ML systems, we'd love to hear from you! What will I be doing? Build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too. Work alongside our ML Scientists to bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use. Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers. Contribute to all phases of software development including ideation, prototyping, implementation, and testing. Play an active role in the hiring, mentoring, and career development of other engineers. Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom. Profile we’re looking for These are meant to be indicative, not hard requirements. 5+ years of experience shipping high-quality products. 1+ year of experience building ML-powered products. You’ll be supported by, and learn from teammates with deep ML experience. You can demonstrate significant impact in the work that you have done. You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development. Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here! Strong willingness to fight for good outcomes. Bias towards progress over perfection. BSc in Computer Science, Maths, Statistics, or related discipline. Bonus skills & attributes Previous experience in data analytics, or statistical role. 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! 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, 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 also offer Windows for certain roles when needed. #J-18808-Ljbffr
Join to apply for the Senior People Systems Analyst - Workday role at Intercom 2 weeks ago Be among the first 25 applicants Join to apply for the Senior People Systems Analyst - Workday role at Intercom 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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? Enterprise Systems at Intercom is the organization that enables us to operate to the standards of a high-performing, high-growth, scalable company. Intercom is seeking an experienced, curious and motivated Sr People Systems Analyst to join our growing Enterprise Systems team. As a Sr People Systems Analyst, you will be responsible for managing and maintaining our HRIS platform, ensuring its optimal performance, and leveraging its capabilities to streamline HR processes. This role will involve collaborating with various stakeholders, providing technical support, and implementing system enhancements to meet the organization's evolving HR needs. The Sr People Systems Analyst will play a pivotal role in enhancing HR data accuracy, security, and reporting capabilities. You will report to the Manager of People Systems.. What will I be doing? HRIS Management Administer and maintain the HRIS platform (Workday), ensuring data integrity, system reliability, and smooth functionality. Serve as technical lead for Workday Core HCM, Payroll, Benefits, Compensation, Absence, Time Tracking, Security, Reporting and Dashboards. Manage user access and permissions to ensure data security and privacy compliance. Demonstrates understanding with system architectures, process flows, and integrations involving various applications. Partner with cross functional teams to gather requirements, design, test, and implement solutions for the business. Process Improvement Identify opportunities to streamline HR processes using the HRIS platform, reducing manual efforts and enhancing overall efficiency. Work closely with HR stakeholders to understand process pain points and recommend system-driven solutions. System Configuration And Integration Collaborate with partner teams (People and IT teams) to configure and optimize HRIS modules, workflows, and data fields to align with business requirements. Integrate the HRIS platform with other business systems, such as payroll, ATS, Okta, to create seamless data flows. Reporting Develop and maintain custom reports, dashboards, and data visualizations to provide insightful HR metrics and analytics to stakeholders. Compliance And Data Security Ensure HRIS compliance with relevant data protection and privacy regulations (e.g., GDPR, CCPA). Monitor and audit HR data regularly to maintain data accuracy and integrity, implementing necessary corrections as needed. Training And Support Provide training and support to HR staff and end-users on HRIS functionalities and best practices. Act as a subject matter expert on HRIS-related inquiries and troubleshoot any technical issues that arise. System Upgrades And Implementations Support HRIS system upgrades, work with vendors and internal teams to plan and execute the upgrade process smoothly. Support the implementation of new HRIS modules or features, ensuring successful adoption and utilization by stakeholders. What skills do I need? Proven experience (typically 5+ years) on HR systems, with a focus on HRIS management and optimization. Strong understanding of HR processes and workflows, with the ability to translate business requirements into HRIS solutions. Strong proficiency with Workday and experience with related people systems (Greenhouse, Lattice, People Insights, etc). Excellent analytical and problem-solving skills, with a keen eye for data accuracy and attention to detail. Solid knowledge of data privacy laws and regulations, with a commitment to maintaining data security and compliance. Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Project management skills, capable of handling multiple initiatives and meeting deadlines in a fast-paced environment. As a Sr People Systems Analyst, you will play a pivotal role in leveraging technology to enhance HR processes, empower data-driven decision-making, and drive overall HR efficiency. If you possess a passion for HR technology and are eager to contribute to a forward-thinking organization, we encourage you to apply and be a part of our team. 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 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, 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 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 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. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Information Technology Industries Technology, Information and Internet Referrals increase your chances of interviewing at Intercom by 2x Get notified about new Senior System Analyst jobs in Dublin, County Dublin, Ireland . 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What's the opportunity? We’re looking for a hungry and ambitious sales person to join the Intercom sales team in EMEA. As a Commercial Relationship Manager, you will be a key member of the team leading the growth of our existing business. We’re building a world-class sales organization, and the road ahead is going to be very exciting. At Intercom, we are striving to do sales differently. We are asking our customers to put Intercom at the core of their businesses, and we can only do this by putting them at the core of ours. We strongly believe in the overall growth and continued development of each new hire. In joining the Relationship Management team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is a high degree of opportunity for progression, creativity, and ownership. What will I be doing? You’ll own and act as the main point of contact for a book of business Your goal will be to drive net growth within that book You’ll hunt and work expansion opportunities within that book You’ll run a proactive and effective renewal process You’ll articulate Intercom’s value using the Command of the Message framework You’ll forecast and plan pacing throughout each month and quarter You’ll partner with a CSM and SE to ensure the long term success of your book You’ll partner with R&D and Marketing to ensure the voice of your customers is heard What skills do I need? 2-3 years experience in a B2B closing role 2+ years of SaaS experience Excellent written and verbal communicator Ability to discover pain and articulate potential solutions Ability to accurately qualify opportunities Ability to do light demos and/or experience working closely with Sales Engineer/ CSM Capable of building compelling presentations for customers (QBRs, Pricing proposals etc.) Experience forecasting on a monthly or quarterly basis Bonus skills & attributes Experience working in B2B SaaS Experience working renewals Experience using the Command of the Message framework Experience using MEDDPICC as a qualification framework 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! 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, 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 also offer Windows for certain roles when needed. #J-18808-Ljbffr
Software Engineer - Front End Infrastructure Join to apply for the Software Engineer - Front End Infrastructure role at Intercom Software Engineer - Front End Infrastructure Join to apply for the Software Engineer - Front End Infrastructure role at Intercom 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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What’s the opportunity? We are looking for a Frontend Engineer to join our Frontend Tech platform team. This is an excellent opportunity to join a team dedicated to improving how Intercom builds our user interfaces with a mission focused on making it easier for product teams to develop, iterate on, and ship high-quality products quickly. We're currently adopting React as a core part of our frontend stack, which means there's real scope for a successful candidate to shape how we modernise our tech and rethink our frontend architecture from the ground up. In this role, you’ll work on everything from design systems to localisation, frontend architecture, build tooling, and observability. You’ll collaborate with teams across Intercom, introduce new technologies and patterns, remove roadblocks for other engineers, and help improve developer experience and velocity. The work you do will directly shape the foundations of how we build products at Intercom. Our team plays an essential role in enabling the broader company mission by delivering a fast, elegant Messenger, a powerful teammate experience, and a reliable, secure platform—all at scale, and all while shipping hundreds of changes to production every day. To learn more about how we work, visit intercom.engineering and read about our engineering values. What will I be doing? Collaborate with other world-class domain experts to shape our technical direction and frontend infrastructure. Contribute to our technical strategy and architecture as we continue to scale. Develop new tools and services that make it fast, safe, and easy for other Intercom engineers to leverage our web frameworks. Participate in all phases of software development, including ideation, prototyping, design, and implementation. Play an active role in hiring, mentoring, and career development of other engineers. Raise the bar for technical standards, performance, reliability, and operational excellence. What skills do I need? Multiple years of experience using React to build or support complex UIs. Deep knowledge of Web UI technologies (JavaScript, CSS, HTML) and Node.js. A proven track record of enabling other engineers or product teams. Ideally, experience building or supporting a SaaS product in a previous role and enjoying the impact of globally used software. Demonstrated impact on product and team performance in previous roles. Proficient with standard software engineering methodologies, e.g., unit testing, code reviews, design documentation. Able to effectively articulate technical challenges and solutions. Ability to learn quickly, iterate, unblock oneself, and persist until the right problem is solved. 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! 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, 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 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 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. Is this role not quite what you're looking for? Join our Talent Community to stay connected with us. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Engineering and Information Technology Industries Technology, Information and Internet Referrals increase your chances of interviewing at Intercom by 2x Get notified about new Software Engineer jobs in Dublin, County Dublin, Ireland . 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R&D Operations Specialist (12 month contract) Dublin, Ireland 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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? To achieve the company’s objective of fast, sustainable growth, it is critical that our R&D org can execute its strategy excellently. To support this, we have an Operations team that brings efficiency and effectiveness to all aspects of how our R&D organisation operates. For us this means how we understand customer and partner needs, what we work on, and how we work on it. As an Operations Specialist for our R&D org, you will work in partnership with the R&D leadership team and partners from across the business in providing direction and alignment to our day to day operations, as we evolve and adapt to the complexities that rapid growth in the SaaS industry brings. You may work on different initiatives from across all aspects of operational health, focusing primarily on business operations. This role is an opportunity to have wide ranging impact, as you bring clarity, cohesion as well as operational rigor to a high-performing organisation scaling at incredible speed. This is an amazing opportunity to help accelerate R&D in delivering value for our customers and partners. What will I be doing? Acting as a trusted advisor and partner to the R&D leaders and partners in all aspects of operations Directing activities aimed at continuously improving the effectiveness and efficiency of the R&D org Partnering with external R&D stakeholders in CS, Sales, Finance, Marketing, and other functions to support and enable their success Advocating for process improvement, while managing a roadmap of improvements in alignment with R&D partners Ensuring “Business As Usual” working rhythms, tasks and communications run seamlessly Some examples of the types of work you could do: Defining and running regular operating rhythms covering different aspects of operational health (product, profit, people) Delivering solutions/process improvements across teams in R&D aimed at improving how we capture and track engineering roadmaps, projects and capacity Partnering with Finance on budgeting processes, managing headcount allocations and other regular finance ops Partnering with Recruiting on hiring operations and streamlining how we onboarding new hires Working with stakeholders in partner orgs to assess the health of cross-org processes and workflows, and define improvement plans Surfacing operational issues and facilitating discussions around them What skills do I need? Primarily, you need to have an operations background and hands-on experience of managing projects of various shapes and sizes aimed at improving aspects of operational health, effectiveness and efficiency. You have an Operations background You have some Project/Program mgt skills You’re comfortable working with data and spreadsheets You are action-orientated and a natural multi-tasker. You work fast and to high standards You are proven to be highly trusted, with the ability to work autonomously You are a great communicator and influencer. You are pragmatic and flexible You are a natural facilitator, who can bring cohesion and drive others to the right outcomes You have strong stakeholder management skills - can partner with leaders and managers at all levels in the organisation to get stuff done Working at Intercom How will I be supported? You’ll be part of a dedicated Operations team, where you’ll receive mentoring and feedback from your teammates as well as your manager You’ll follow a dedicated onboarding plan aimed at getting you up to speed and taking ownership of challenges quickly You’ll learn from and work with Leaders and Managers across R&D, as well as the leads of partner teams and functions 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 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 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. #J-18808-Ljbffr
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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is hiring a Group Design Manager who can lead from the front — raising the bar on craft, building high-performing teams, and helping us move fast through ambiguity. We are one of the most design-driven and AI first technology companies. Fin, our AI Agent is the best performing, most widely adopted, and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions, and our design team plays a critical role in making it world-class. Why you should join Intercom today AI is transforming everything—fast. We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin. Soon, Fin will handle the vast majority of customer interactions, setting a new standard for support. Design is changing rapidly in the age of AI, and our designers at Intercom are at the forefront of defining this new role. This shift isn’t just changing what we build—it’s changing how we work. We’re not a startup, but we move like one–there’s urgency, pace, and energy. Our team is constantly evolving, integrating AI into design, development, and go-to-market strategies. At Intercom, design is in our DNA. With 60+ designers across R&D and Brand—and two co-founders from design—you’ll never have to fight for your place at the table. Here, designers lead from the start, shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design, there’s no better place to be. Why this role exists This year, we’re doubling down on craft, execution, and design leadership. In a world where it’s easier and easier to get software off the ground and to 75% built, it’s the last 25% that really matters. We’re tearing up old playbooks. Shipping faster. Going deeper on detail. And raising the bar on everything we put in front of a customer. We’re hiring a Group Design Manager to lead a high-performing design team that’s building the future of AI Customer Support. This is not a maintenance role. It’s a build-and-scale role. Our goal is nothing less than breakout success in the major new category of AI Agents for Customer Support. You’ll partner directly with your product and engineering counterparts to define and ship what’s next — not what’s already been done before. We need leaders—people who will raise the quality bar, bring a spark of creativity, drive best-in-class interaction and visual design, and push execution excellence across our most strategic product areas. This is not a strategy or people-management only role. We need a maker, a doer, a leader. Somebody who loves to partner with designers and is able to jump into Figma, Loveable, Cursor etc. as and when needed. Must Have Experience Leading and growing high-performing design teams in product-first companies. Hiring, coaching, and developing designers at all levels — from IC to senior leads. Owning execution across a portfolio of product areas and driving design excellence through every detail. Partnering deeply with Product and Engineering leadership to align on priorities, make tradeoffs, and move fast. Thriving in ambiguous, fast-changing environments — and turning chaos into clarity. A track record of shipping great software , not just making decks about it. Strong visual sensibility, high standards for craft, and an eye for detail. Demonstrated product taste — you know what great looks like, and you can help teams get there. Who This Role Is Not For People who need certainty, full specs, or clear org charts to get started. Leaders who lean back and wait for direction, rather than leaning in and making things happen. Those who are satisfied with “good enough” — this is a role for someone who sees the extra 10% that makes a product unforgettable. Anyone wedded to structures and systems that worked five years ago. We’re rewriting how software gets built — and you’ll help define what the next 10 years look like. Day-to-Day Responsibilities What you’ll be doing: Lead, coach, and inspire a team of designers working across multiple product surfaces. Partner with your Group PM and Group EM counterparts to lead a product group — aligning strategy, driving decisions, and unblocking delivery. Set and uphold an extremely high bar for craft — from UX flow to pixels to polish. Solve problems from first principles, not templates. Help your team make hard decisions, move fast, and focus on outcomes over process. Be a design quality amplifier — noticing the details others miss, and pushing the work to where it needs to be. Build a healthy, high-trust team culture grounded in feedback, growth, and ownership. Stay hands-on in the work — reviewing designs, jumping into critiques, and driving clarity. What Success Looks Like You’ll know you’re successful if: Your team is delivering high-quality product work at speed — consistently. You’ve hired exceptional talent and helped your existing team grow. Product managers and engineers love working with you — you unlock forward progress and raise the ambition. Your designers are solving meaningful customer problems and sweating the final 10% of craft. You’re a key player in shaping how Intercom builds product in the AI era — not following playbooks, but writing new ones. Interview Process We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. You’ll meet with various members of our team and have the opportunity to fully validate that Intercom and the role is the right fit for you. Ready to build something great? If you're driven to push the boundaries of product design and have the craft, autonomy, and taste to make a real impact, we want to hear from you. We are a well-treated bunch, with awesome 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 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, 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 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. #J-18808-Ljbffr
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 transform 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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Intercom is hiring a Group Design Manager We are one of the most design-driven and AI first technology companies. Fin, our AI Agent is the best performing, most widely adopted, and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions, and our design team plays a critical role in making it world-class. Why you should join Intercom today AI is transforming everything—fast. We’re at the forefront, shaping the AI Agent category and redefining customer service with Fin. Soon, Fin will handle the vast majority of customer interactions, setting a new standard for support. Design is changing rapidly in the age of AI, and our designers at Intercom are at the forefront of defining this new role. This shift isn’t just changing what we build—it’s changing how we work. We’re not a startup, but we move like one–there’s urgency, pace, and energy. Our team is constantly evolving, integrating AI into design, development, and go-to-market strategies. At Intercom, design is in our DNA. With 60+ designers across R&D and Brand—and two co-founders from design—you’ll never have to fight for your place at the table. Here, designers lead from the start, shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design, there’s no better place to be. Why this role exists This year, we’re doubling down on craft, execution, and design leadership. We’re hiring a Group Design Manager to lead a high-performing design team that’s building the future of AI Customer Support. This is a build-and-scale role. Our goal is nothing less than breakout success in the major new category of AI Agents for Customer Support. You’ll partner directly with your product and engineering counterparts to define and ship what’s next — not what’s already been done before. We need leaders—people who will raise the quality bar, bring a spark of creativity, drive best-in-class interaction and visual design, and push execution excellence across our most strategic product areas. This is not a strategy or people-management only role. We need a maker, a doer, a leader. Somebody who loves to partner with designers and is able to jump into Figma, Loveable, Cursor etc. as and when needed. Must Have Experience Leading and growing high-performing design teams in product-first companies. Hiring, coaching, and developing designers at all levels — from IC to senior leads. Owning execution across a portfolio of product areas and driving design excellence through every detail. Partnering deeply with Product and Engineering leadership to align on priorities, make tradeoffs, and move fast. Thriving in ambiguous, fast-changing environments — and turning chaos into clarity. A track record of shipping great software , not just making decks about it. Strong visual sensibility, high standards for craft, and an eye for detail. Demonstrated product taste — you know what great looks like, and you can help teams get there. Day-to-Day Responsibilities What you’ll be doing: Lead, coach, and inspire a team of designers working across multiple product surfaces. Partner with your Group PM and Group EM counterparts to lead a product group — aligning strategy, driving decisions, and unblocking delivery. Set and uphold an extremely high bar for craft — from UX flow to pixels to polish. Solve problems from first principles, not templates. Help your team make hard decisions, move fast, and focus on outcomes over process. Be a design quality amplifier — noticing the details others miss, and pushing the work to where it needs to be. Build a healthy, high-trust team culture grounded in feedback, growth, and ownership. Stay hands-on in the work — reviewing designs, jumping into critiques, and driving clarity. What Success Looks Like You’ll know you’re successful if: Your team is delivering high-quality product work at speed — consistently. You’ve hired exceptional talent and helped your existing team grow. Product managers and engineers love working with you — you unlock forward progress and raise the ambition. Your designers are solving meaningful customer problems and sweating the final 10% of craft. You’re a key player in shaping how Intercom builds product in the AI era — not following playbooks, but writing new ones. Interview Process We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. Ready to build something great? If you're driven to push the boundaries of product design and have the craft, autonomy, and taste to make a real impact, we want to hear from you. 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 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, 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 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. #J-18808-Ljbffr
What’s the opportunity? As a Senior Cloud Security Engineer, you will have experience in investigating advanced threats, detecting cloud-native attacker techniques, and securing AWS environments, with a focus on technical controls, incident response, and detection engineering. You will be working with other engineering teams to identify and mitigate risks across our cloud infrastructure. You will develop and enforce security measures within our cloud infrastructure, delivering a safe and secure engineering environment. This role requires a deep understanding of security best practices, the threat landscape, and the ability to implement and enforce robust security measures. You will identify and detect threats to our business and drive our response to security incidents. The ideal candidate should have a strong background in cloud computing, infrastructure as code, and possess a deep understanding of AWS services. Become a Senior Security Engineer of the Cloud Security team and join the globally distributed Information Security group, overseeing the security and trust of Intercom for 25,000+ businesses through defining and holding the bar for the security of our product. What will I be doing? As a Senior Security Engineer on the cloud security engineering team you will: Leverage cloud-native security tools (e.g., IAM, GuardDuty, AWS WAF, Security Hub) along with EDR and SIEM to enhance security posture. Develop strategies, frameworks, automations and processes to advance the Detection and Response program. Create Protective and Detective controls using open-source and closed-source intelligence sources to address gaps and detect potential intrusions. Collaborate with product engineering teams to manage and resolve security incidents, ensuring effective containment and mitigation. Automate security controls and compliance checks to maintain adherence to security standards. Partner with infrastructure teams to expand automation and infrastructure as code practices for secure, scalable operations. What skills do I need? We recognise that sometimes these lists can appear as strict requirements, but that’s not the case. Even if you feel you have a subset of the experience below - that’s ok, we’d love to talk to you! Experience in investigating advanced threats and detecting cloud-native attacker techniques using a modern detection engineering approach, with deep expertise in attacker behavior, technical controls, and diverse technologies. Experienced in securing AWS environments, developing detections, and responding to security incidents, including containment, investigation, and recovery. Solid understanding and demonstrated expertise managing AWS security controls and ensuring the security of cloud service offerings (IAM, VPC, firewalls/ACL, IDS/IPS, WAF, Linux hosts, serverless, etc.) Proficiency in high-level programming language (e.g., Python, Ruby) for automation of security tasks. Experience in implementing Infrastructure as Code (IaC) practices using tools such as Terraform, AWS CloudFormation, or similar. An ability to thrive in a fast-moving environment. You’ll have the autonomy to prioritise, explore and determine your own solutions to problems. How will I be supported? You will report to the Cloud Security Engineering Manager. You will buddy with another Dublin-based Cloud Security engineer who will help you to onboard and get up to speed quickly. You will have a close group of InfoSec peers to collaborate with and learn from. We invest heavily in our Engineers, supporting individual career development through training and coaching. 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. #J-18808-Ljbffr
What's the opportunity? Intercom’s Strategic CSMs work with our largest and most complex customers to help them realize the full value of their Intercom investment and transform their approach to customer service. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth. As a Strategic CSM, you’ll build strong relationships with our most important customers, and lead them through their entire Intercom customer journey. You’ll be equipped to guide customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices. You'll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make. You’ll work with a variety of customer profiles including C-Level contacts, executives, CX leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment. What will I be doing? Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. Guide the customer and Intercom account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary. Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements. Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages. Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team. Identify growth opportunities for Intercom’s AI products within your book and forecast that growth back to the business. Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team. Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our Strategic customers. What skills do I need? 8+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit. Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams. Experience establishing yourself as a trusted advisor with customer partners to guide outcomes. Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified. Ability to understand and communicate complex problems clearly and concisely to different audiences. Self-motivated and entrepreneurial team player. Experience building lasting relationships with customers and colleagues. 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! 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, 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 also offer Windows for certain roles when needed. #J-18808-Ljbffr
