Customer Success Manager, High Touch - French Speaking 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? Intercom CSMs work with thousands of exciting customers from a variety of industries, in many phases of their business journey to help those customers realize the full value of their Intercom investment. They engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long‑term growth. As a CSM, you’ll build relationships and demonstrate an understanding of the 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 and Support 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 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 teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and 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. 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 core customers. What skills do I need? 5+ 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‑motivating and entrepreneurial team player. Experience building lasting relationships with customers and colleagues. Experience setting up and using SaaS Communication Products. Fluent French. 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. 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 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 three 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
A leading AI customer service company is looking for a Customer Success Manager in Dublin, Ireland, who will engage with customers to maximize their investment in the company's solutions. The ideal candidate will have over 5 years of experience in customer success and account management, and fluency in French is essential. This role offers a competitive salary, equity options, and a hybrid work environment where employees are expected to work in the office at least three days per week. #J-18808-Ljbffr
Overview 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. The opportunity As a Senior Finance Data Scientist, Existing Business , you will be the architect of the systems that predict Intercom’s revenue future. You will move beyond static reporting to build production-grade forecasting models that translate complex customer behaviors into financial signals. You will work on high-impact, open-ended problems, such as predicting expansion propensity and modeling long-term customer LTV. This role requires a hybrid of financial intuition and technical rigor: the ability to navigate raw data warehouses and the strategic mindset to explain the "why" behind the numbers to our leadership team. The Impact You Will Have Own and Evolve the Revenue Engine: Build and maintain predictive models for usage-based revenue, renewals, and expansion that outperform traditional linear forecasts. Unlock Predictive Insights: Develop propensity models to identify expansion opportunities and churn risks before they materialize in the ledger. Architect Finance Data: Design and maintain curated datasets that serve as the single source of truth. Model Customer Value: Define and iterate on our LTV frameworks, providing a clear linkage between product engagement and long-term financial outcomes. Drive Scalability : Build automated, code-based forecasting workflows that increase the speed, reliability, and granularity of our financial planning. What will I be doing? Predictive Modeling and Forecasting Systems Build and own probabilistic and time-series models that project ARR performance across renewals and usage-based motions. Incorporate behavioral signals, such as product adoption, seat utilization, and feature engagement, into expansion propensity and LTV frameworks. Design models that account for cohort dynamics, seasonality, and product-led growth (PLG) signals. Evaluate model performance through backtesting and iteration, ensuring our "financial weather forecast" is constantly improving. Data and Analytical Infrastructure Own the end-to-end data pipeline for finance, transforming raw product usage and billing data into curated, model-ready datasets in our data warehouse. Write and optimize production-quality SQL and Python to work with large-scale datasets and automate complex FP&A workflows. Ensure data integrity and consistency across all predictive systems and executive dashboards. Contribute to the long-term data strategy for how Intercom tracks and predicts Existing Business health. Analytical Problem Solving Translate ambiguous business questions (e.g., "Which usage signals best predict a 2x expansion?") into structured data science projects. Connect ARR outcomes to underlying drivers like product adoption, customer health scores, and GTM activity. Perform scenario modeling and sensitivity analysis to help the business understand the range of possible outcomes for NRR. Business Partnership & Communication Partner with Sales, Product, and Data Engineering to align our financial models with actual customer behavior and product roadmaps. Translate complex statistical outputs into clear, decision-oriented narratives for the CFO and executive leadership. Build executive-ready materials, including predictive dashboards and strategic presentations. What skills do I need? 5 to 8 years of experience in Data Science, Strategic Finance, or Revenue Analytics, with a deep focus on SaaS or usage-based business models. Advanced Technical Skills: High proficiency in Python (pandas, scikit-learn) and Expert-level SQL. Experience with forecasting libraries (e.g., Prophet, Nixtla) is a major plus. System Design Mindset: Experience building scalable data pipelines and production-grade analytical tools, not just one-off spreadsheets. SaaS Mastery: Strong understanding of NRR, LTV, Churn, and the relationship between product usage and revenue. Communication: Ability to translate technical work into business insight and influence stakeholders through data-driven storytelling. Business Judgment: A focus on accuracy and a "Product Sense" that allows you to see the human behavior behind the data points. AI-Augmented Productivity: Proficiency in leveraging AI-native development tools (e.g. Cursor, Claude Code) to accelerate the development of data pipelines, model prototyping, and code documentation. What Success Looks Like Automated forecasting models that are more accurate, granular, and less manual than previous iterations. A clear Propensity Score integrated into our planning that successfully predicts customer expansion and contraction. Scalable, code-based workflows that reduce the time-to-insight for the Existing Business team. High confidence from leadership in our ability to predict the financial impact of changing customer usage patterns. 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 three 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. What’s the opportunity? As a Business Development Representative, you will play a critical role in driving revenue growth for the Intercom Sales organization through effective pipeline generation. Our role is to lay the foundation for Intercom Sales by engaging with prospects and customers, helping them understand the value of Intercom through creative & engaging prospecting. We invest in our BDRs. We strongly believe in giving our team the opportunities to grow & develop at Intercom, to push themselves outside of their comfort zones to achieve goals they never thought possible. In joining the Business Development team at Intercom, you join a community that believes in development and promotion from within. We’re looking for people who are excited to work in a fast‑moving company, make an impact, and rapidly develop their career in sales. As a BDR team, we empower one another to achieve our goals, exceed expectations and continue to deliver real business impact. We’re looking for a teammate to do the same! What will I be doing? Creating and prioritizing strategic target account lists with Account Executives Generating new business pipeline for Account Executives through cold calling, email, social etc. Providing a great experience for Intercom’s prospective customers Maintaining an up‑to‑date knowledge of our product and its value to customers Demonstrating an ability to attract new customers Working with other functions to improve business processes Engaging in team development and mentoring What skills do I need? Strong desire to build a career in Sales; you want to be an Account Executive or a closing‑based role in the future 1+ year of customer‑facing work experience (Sales and/or SaaS experience is a plus) Operational Excellence: you can use your time in an effective and efficient manner to complete revenue‑driving activities and quickly identify where to focus your efforts to drive more pipeline. Competitive Landscape & Industry Knowledge is crucial. You’ll bring an understanding of the SaaS landscape and our target verticals. You always want to stay on top of the latest news & industry trends. Prospecting skills (cold calling, email, social) You know how to leverage modern sales engagement tools to deliver prospect engagement across multiple channels (phone, email, LinkedIn) Communication: you can articulate your thoughts and express ideas effectively using verbal, written and non‑verbal communication skills (to inform, instruct, and persuade) to different audiences. You listen effectively and love to partner and collaborate with your peers Growth Mindset: you’re self‑aware and understand both your strengths and weaknesses. You understand every day is an opportunity to be 1% better than the day before. You proactively seek feedback. Results Oriented: you bring a never‑settle approach to quota, progression and team development. Results‑oriented SDRs are hungry to succeed and raise the bar. Business‑level fluency in French (written and verbal) is required Bachelor's Degree preferred Familiarity with these systems and tools: SFDC, Outreach, Cognism, Zoominfo, LinkedIn Sales Navigator 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 also offer Windows for certain roles when needed. Work Environment 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. 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
A leading AI customer service company in Dublin is seeking a Business Development Representative to drive revenue growth through effective pipeline generation. This role involves engaging with prospects, helping them understand the value of the company through creative prospecting. Candidates should have a strong desire to develop a career in sales, customer-facing work experience, and must be fluent in French. The position offers competitive salary, equity, and a hybrid working environment. #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. What is the opportunity? Intercom’s AI Group is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands. We are extremely product‑focused. Our team of 50+ ML scientists, ML engineers, designers and researchers works in partnership with other teams across the whole company. We move to production fast, often shipping to beta within weeks of a successful offline test. We constantly run experiments and measure the success of our AI features. We use frequentist and Bayesian approaches. We create dashboards to track results, delve deeply into how users succeed, and tease out complex interactions. We handle inherently stochastic AI products with complex effects. We are looking for a dedicated Analytics Engineer to join the AI Group to help us with that. What will I be doing? Data Platform Development: Design, build, and manage scalable data pipelines and ETL processes to support a robust, analytics‑ready data platform. Cross‑functional Collaboration: Partner with AI analysts, ML scientists, engineers and business teams to understand data needs and ensure accurate, reliable & ergonomic data solutions. Data Strategy & Governance: Lead initiatives in data model development, data quality ownership, warehouse management, and production support for critical workflows. Advanced Analytics & Insights: Conduct data analysis and build custom models to support strategic business decisions and performance measurement. Automation & Optimization: Streamline data collection and reporting processes to reduce manual effort and improve efficiency. Innovation in Data Infrastructure: Created scalable solutions like unified data pipelines and access control systems to meet evolving organizational needs. Strategic Influence: Worked with partner teams to align data collection with long‑term analytics and feature development goals. About You You write advanced SQL with a preference for well‑architected data models, optimized query performance, and clearly documented code. You’re familiar with the modern data stack. dbt and Snowflake experience are a big plus. A growth mindset and eagerness to learn. You exhibit great judgment and sharp business and product instincts that allow you to differentiate essential versus nice‑to‑have and to make good choices about trade‑offs. You practice excellent communication skills, and you tailor explanations of technical concepts to a variety of audiences. Nice to haves Exposure to Apache Airflow or other DAG frameworks — we use Airflow to orchestrate and schedule all of our data workflows and transformations. Worked in Tableau, Looker, or similar visualization/business intelligence platform. Experience with operational tools and business systems such as Google Analytics, Marketo, Salesforce, Segment, or Stripe. Familiarity with Python. 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, 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. #LI-Hybrid 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 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
A customer experience technology company in Dublin is seeking an Analytics Engineer to join their AI Group. You will be responsible for designing and managing data pipelines to support analytics, collaborating with cross-functional teams, and leading data strategy initiatives. The ideal candidate will have advanced SQL skills and familiarity with modern data tools like dbt and Snowflake. This role offers a competitive salary, equity, and a hybrid working environment, balancing on-site collaboration and remote work flexibility. #J-18808-Ljbffr
A leading customer service AI company is looking for a Senior Finance Data Scientist in Dublin to architect systems that predict revenue. You will develop forecasting models to translate customer behavior into financial signals and collaborate closely with multiple departments. Candidates should have 5-8 years experience in Data Science and be proficient in Python and SQL. The role allows for a hybrid working approach and offers competitive benefits including health and dental insurance. #J-18808-Ljbffr
Senior Finance Data Scientist, Existing Business 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? As a Senior Finance Data Scientist, Existing Business , you will be the architect of the systems that predict Intercom’s revenue future. You will move beyond static reporting to build production-grade forecasting models that translate complex customer behaviors into financial signals. You will work on high-impact, open-ended problems, such as predicting expansion propensity and modeling long-term customer LTV. This role requires a hybrid of financial intuition and technical rigor: the ability to navigate raw data warehouses and the strategic mindset to explain the "why" behind the numbers to our leadership team. The Impact You Will Have Own and Evolve the Revenue Engine: Build and maintain predictive models for usage-based revenue, renewals, and expansion that outperform traditional linear forecasts. Unlock Predictive Insights: Develop propensity models to identify expansion opportunities and churn risks before they materialize in the ledger. Architect Finance Data: Design and maintain curated datasets that serve as the single source of truth. Model Customer Value: Define and iterate on our LTV frameworks, providing a clear linkage between product engagement and long-term financial outcomes. Drive Scalability: Build automated, code-based forecasting workflows that increase the speed, reliability, and granularity of our financial planning. What will I be doing? Predictive Modeling and Forecasting Systems Build and own probabilistic and time-series models that project ARR performance across renewals and usage-based motions. Incorporate behavioral signals, such as product adoption, seat utilization, and feature engagement, into expansion propensity and LTV frameworks . Design models that account for cohort dynamics, seasonality, and product-led growth (PLG) signals. Evaluate model performance through backtesting and iteration , ensuring our "financial weather forecast" is constantly improving. Data and Analytical Infrastructure Own the end-to-end data pipeline for finance, transforming raw product usage and billing data into curated, model-ready datasets in our data warehouse. Write and optimize production-quality SQL and Python to work with large-scale datasets and automate complex FP&A workflows. Ensure data integrity and consistency across all predictive systems and executive dashboards. Contribute to the long-term data strategy for how Intercom tracks and predicts Existing Business health. Analytical Problem Solving Translate ambiguous business questions (e.g., "Which usage signals best predict a 2x expansion?") into structured data science projects. Connect ARR outcomes to underlying drivers like product adoption, customer health scores, and GTM activity. Perform scenario modeling and sensitivity analysis to help the business understand the range of possible outcomes for NRR. Business Partnership & Communication Partner with Sales, Product, and Data Engineering to align our financial models with actual customer behavior and product roadmaps. Translate complex statistical outputs into clear, decision-oriented narratives for the CFO and executive leadership. Build executive-ready materials, including predictive dashboards and strategic presentations. What skills do I need? 5 to 8 years of experience in Data Science, Strategic Finance, or Revenue Analytics, with a deep focus on SaaS or usage-based business models. Advanced Technical Skills: High proficiency in Python (pandas, scikit-learn) and Expert-level SQL . Experience with forecasting libraries (e.g., Prophet, Nixtla) is a major plus. System Design Mindset: Experience building scalable data pipelines and production-grade analytical tools, not just one-off spreadsheets. SaaS Mastery: Strong understanding of NRR, LTV, Churn, and the relationship between product usage and revenue. Communication: Ability to translate technical work into business insight and influence stakeholders through data-driven storytelling. Business Judgment: A focus on accuracy and a "Product Sense" that allows you to see the human behavior behind the data points. AI-Augmented Productivity: Proficiency in leveraging AI-native development tools (e.g. Cursor, Claude Code) to accelerate the development of data pipelines, model prototyping, and code documentation. What Success Looks Like Automated forecasting models that are more accurate, granular, and less manual than previous iterations. A clear Propensity Score integrated into our planning that successfully predicts customer expansion and contraction. Scalable, code-based workflows that reduce the time-to-insight for the Existing Business team. High confidence from leadership in our ability to predict the financial impact of changing customer usage patterns. 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. #LI-Hybrid 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 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. 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
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? We’re hiring a Engineering Manager for our AI Platform Team in the AI Group . The AI Platform team builds and operates the foundational infrastructure that powers Intercom’s AI products, including model training, developer tooling and high‑performance, high‑reliability production systems. The team ensures that engineers and scientists can rapidly & safely build our flagship AI product Fin, while also ensuring it remains stable and performant in production. This is a hands‑on EM role – you’ll lead a senior team of engineers while remaining hands‑on in the codebase. We believe that an EM who occasionally works alongside ICs writing code will build up the knowledge and context required to inform strategic decision making and better support engineers in their team. This isn’t a temporary “player‑coach” setup; it’s a deeply technical leadership role where coding and architecture work are core to the job. This is a fantastic opportunity for an experienced engineering manager without prior AI experience to step directly into the world of AI systems. You’ll learn what it takes to run AI‑powered production systems, and shape the platform that enables fast, safe, and reliable iteration on cutting‑edge AI products. Lead a high‑performing team building the platform and infrastructure that powers Intercom’s AI capabilities. Contribute directly to production code , staying close to the work and building knowledge & context through first‑hand experience. Support teams of ML Scientists and Engineers building AI powered capabilities. Plan, prioritize, and deliver high‑impact roadmaps in partnership with the team’s most senior engineers, balancing delivery, quality, and innovation. Improve developer‑experience across the AI infrastructure stack, ensuring that systems are observable, scalable, and easy to build upon. Empower the engineers on the team to act with agency and maximize their impact. Expand your scope over time , potentially taking ownership of additional platform domains as the team and AI initiatives grow. What skills do I need? Must‑haves Experience leading engineering teams, in an infrastructure or platform team. Strong prior experience working as an engineer. Strong technical judgment and the ability to coach senior engineers through complex architectural trade‑offs. Adaptable leadership style suited to a group that will grow quickly, and change shape over time. Curiosity and enthusiasm for AI, with a desire to learn how ML systems are developed and operated in production. Nice to haves Recent hands‑on coding experience – you’ve shipped production code in the last couple of years, or you’ve notable open source contributions. Previous experience in hands‑on EM/IC role, or you’ve alternated between EM and IC roles during your career. Previous experience building AI powered products or platforms. 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 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 three 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
