Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
Intercom is reshaping our go to market approach, including how we monetize our offerings. We are overhauling our legacy pricing and packing, our systems, and how we work. We are making significant investments to reduce complexity, support faster growth, and increase customer satisfaction.
The role we are looking to fill will be pivotal in helping us achieve success. You'll be iterating our pricing and packaging, monetizing new offerings, and creating delightful customer experiences. You’ll directly lead a talented team across engineering, design, and data science. You’ll also partner deeply with sales, growth, finance, and R&D, among others.
This role will report to the director of product for monetization and will be high visibility and high impact, regularly working with senior executives and leading some of the most important projects at Intercom.
What will I be doing?
You’ll lead high-impact monetization projects, partnering closely with many teams across Intercom to drive measurable business results You’ll leverage your commercial acumen and product skills to most effectively monetize the customer journey and support Intercom’s growth You’ll work with Growth, RevOps, and Finance leaders on commercial strategy, from discounting to contract structures to payment terms and overages. You’ll research and deeply know the problems faced by our customers across the commercial lifecycle from purchase to usage to expansion to billing to renewal You’ll manage the roadmap: capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects You’ll deliver high impact projects and refine through testing and evaluation You’ll motivate a group of committed, smart people to do the best work of their careers
What skills do I need?
5+ years experience as a product manager, founder, or monetization professional with a proven track record of shipping impactful product. You are commercially-minded - you understand business levers and are outcome-oriented You are data-driven and analytically-minded You are comfortable working across the product and customer life cycle, from go to market to optimizing digital experiences Demonstrable experience of leading a team You can clearly communicate decisions and the rationale behind them. You’re equally able to drive decisions within your team as you are able to influence senior executives. You’re entrepreneurial, you don’t need direction, you're self driven.
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
Competitive salary and equity in a fast-growing start-up We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen Regular compensation reviews - we reward great work Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents Open vacation policy and flexible holidays so you can take time off when you need it Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
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.
